<p>Host Rob Markey and Herman Miller's Pam Carpenter talk about the challenges of enacting cultural change (8:31), the benefits of a customer advocacy office (15:56) and the company's process for choosing technology support for its Net Promoter efforts (31:20).</p>

Host Rob Markey and Herman Miller's Pam Carpenter talk about the challenges of enacting cultural change (8:31), the benefits of a customer advocacy office (15:56) and the company's process for choosing technology support for its Net Promoter efforts (31:20).

Ep. 19: Cultural change: More than a mission statement

The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include CMOs, CXOs, and heroes of customer-centric transformation, along with thought leaders who inspire them. Exploring organizational structures, operating models, goals, and metrics, Rob and his guests from companies such as Vanguard, American Express, and more bring to light practical marketing, product, customer experience, and technology strategies for earning customer-focused growth. This podcast is your source for untold stories of customer and employee loyalty. Challenging, insightful, and instructive—all in one place. Earned growth starts here.

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Ep. 19: Cultural change: More than a mission statement

Ep. 19: Cultural change: More than a mission statement

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