What makes people recommend your brand and services to others? Winning referrals are more than just a marketing channel; they’re a way to turn prospects into lifelong customers through word-of-mouth advocacy based on authenticity and trust.

In this episode, guest Andy Cockburn, CEO and cofounder of Mention Me, and Rob Markey discuss the effectiveness of trust-based referrals, how to integrate advocacy into company culture to unlock the transformative potential of referrals, and how data-driven approaches can optimize referrals’ effectiveness.

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If you’d like to learn more about Andy, you can find him on LinkedIn.

In this episode, Ben Reason, CEO and founder of Livework, and Rob Markey discuss how, by taking consumers’ needs and emotions into account, design can create products and services that are both functional and emotionally appealing, making consumer experiences more enjoyable.

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If you’d like to learn more about Ben, you can find him on LinkedIn.

How can companies get revenue forecasting and value creation right? By slowing down.

Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss the metrics and methods businesses can use to grow their long-term value.

Make sure to listen to part two.

·        Get your copy of Michael’s book, Expectations Investing, here.

·        Read Michael’s Harvard Business Review article “The True Measures of Success” here.

·       Read more from Michael about the economics of customer business here.

If you’d like to learn more about Michael, you can find him on LinkedIn.

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Investing in customer happiness can be the surest way to high Net Promoter Scores. But how do you accomplish that while maintaining a healthy business?

Michael Mauboussin, head of Consilient Research at Counterpoint Global, Morgan Stanley Investment Management, and Rob Markey discuss how expectations investing impacts valuations and business growth. The two also share insights on how companies can build a long-term investment strategy that can withstand changes in the market while attracting and retaining loyal customers.

Get your copy of Michael’s book, Expectations Investing, here.

If you’d like to learn more about Michael, you can find him on LinkedIn.

We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback

In this episode, guest Allison Hartsoe, managing director of customer and growth at EY and author of The Age of Customer Equity, and Rob Markey discuss calculating customer lifetime value, why understanding customer behavior generates more accurate revenue forecasts, and how to develop a high-quality approach to customer equity.

We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback

If you’d like to learn more about Allison, you can find her on LinkedIn.

In this episode, guest Stacy Sherman, founder of Doing CX Right, and Rob Markey discuss the importance of understanding the customer's perspective when you're trying to transform the customer experience, managing high-stakes CX for an elevator and escalator business, and why companies should consider journey mapping as a strategic tool to address consumer pain points head-on.

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If you’d like to learn more about Stacy, you can find her on LinkedIn.

In this episode, guest Peter Pizzi, director of customer experience and insights at Analog Devices, and Rob Markey discuss how to focus an organization on customer feedback–based actions, the role of customer experience in tackling sales challenges, and how to make sure the improvements customers are asking for make their way onto product and functional leaders’ agendas.

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If you’d like to learn more about Peter, you can find him on LinkedIn.

In this episode, guest Andreas Heckmann, executive vice president of product engineering and head of customer solution support and innovation at SAP, and Rob Markey discuss the past, present, and future of cloud innovation as it relates to machine learning, artificial intelligence, organizational and customer challenges and opportunities, and cost savings.

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If you’d like to learn more about Andreas, you can find him on LinkedIn.

In this episode, guest Kentaro Kawamori, CEO and cofounder of Persefoni Inc., and Rob Markey discuss the interconnection between Net Promoter Score and organizational sustainability.

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If you’d like to learn more about Kentaro, you can find him on Linkedin.

Bain & Company is an investor in Persefoni. Together, we’ve created a unique partnership combining breakthrough carbon footprint analytics with decarbonization strategy. To learn more about our partnership, visit our partnership page.

In this episode, Jason Barro, Bain & Company partner, and Rob Markey discuss NPS Prism and how it’s used across various industries to drive consumer sentiment.

We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback

If you’d like to learn more about Jason Barro, you can find him on LinkedIn.