In this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies’ most common Net Promoter Score mistakes, and we participate in a live audience Q&A.

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

This episode was sponsored by NPSx℠, a new venture from Bain & Company that provides training, certification, technology, and community to help companies enrich their customers’ lives. Learn more at npsx.com.

In this episode, Mike Salguero, founder and CEO of ButcherBox, and Rob Markey discuss how a purpose-driven, direct-to-consumer meat subscription service aims to improve people’s health, mitigate environmental damage, and make farming more sustainable and ethical.

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

In this episode, Zack Anderson, chief data and analytics officer at National Westminster Bank (NatWest), and Rob Markey discuss how garnering a deeper understanding of customers’ perspectives improves a company’s data analytics and why a more streamlined approach to extracting customer information improves client satisfaction. Zack also highlights his top strategies to ensure consumers remain responsive and satisfied with a company’s offerings, approaches, and targeted communications.

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If you’d like to learn more about Zack Anderson you can find him on LinkedIn.

In this episode, Evan Siegel, vice president of financial services and business development at eGain, and Rob Markey discuss why customer-focused bankers need to learn how to listen to consumers’ true financial needs and wants, and why empowering consumers to take charge of their financial health wins their long-term trust.

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

In this episode, Bryan Rutberg, founder and principal of 3C Communications, shares how and when to advocate on behalf of the customers you serve, and Rob Markey discusses how enhancing relationships with customers and prioritizing frontline employees' learning opportunities builds rapport vs. merely building up scores.

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

Download Bryan’s free ebook, Love & Profit: 10 Ways to Transform Customers into Lustomers, here.

In this episode, Carolyn Saunders, former senior vice president, Consumer & Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and Rob Markey discuss how enhancing relationships with customers and prioritizing frontline employees’ learning opportunities builds rapport vs. merely building up scores.

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

In this episode, Nate Henderson, BILT’s founder and CEO, and Rob Markey discuss how to make a great customer experience an empowering experience, how to raise Net Promoter Score℠, and how BILT leverages analytics to improve customer sentiment.

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

In this episode, Ilenia Vidili, a customer-centricity adviser and author of Journey to Centricity, and Rob Markey discuss why connecting to customers means understanding what they value. When companies use their voice to stand up for something they truly believe in or to advance and improve society, customers notice.

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

Order Ilenia's book here.

In this episode, Jon Picoult, founder and principal at Watermark Consulting, and author of From Impressed to Obsessed: 12 Principles for Turning Customers and Employees into Lifelong Fans, and Rob Markey discuss why creating fewer problems for consumers drives more value interactions and how to deliver a cost-effective experience customers value long term.

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

Order Jon's book here.

In this episode, Barbara Higgins, former chief customer officer of Duke Energy, and Rob Markey discuss what customer loyalty in the utility industry looks like as well as Barbara's strategies and techniques to cultivate lasting trust.

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