In this episode, <a href= "https://www.linkedin.com/in/carolyn-saunders-431a626/?originalSubdomain=ca"> Carolyn Saunders</a>, former senior vice president, Consumer & Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and <a href= "https://www.linkedin.com/in/robmarkey/">Rob Markey</a> discuss how enhancing relationships with customers and prioritizing frontline employees' learning opportunities builds rapport vs. merely building up scores. 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 Carolyn Saunders, you can find her on <a href= "https://www.linkedin.com/in/carolyn-saunders-431a626/?originalSubdomain=ca"> LinkedIn.</a>

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. 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 Carolyn Saunders, you can find her on LinkedIn.

In this episode, <a href="https://www.linkedin.com/in/carolyn-saunders-431a626/?originalSubdomain=ca" rel="noopener noreferrer"> Carolyn Saunders</a>, former senior vice president, Consumer &amp; Small Business (Retail), International Banking, for Scotiabank and current Bain external advisor, and <a href="https://www.linkedin.com/in/robmarkey/" rel="noopener noreferrer">Rob Markey</a> discuss how enhancing relationships with customers and prioritizing frontline employees' learning opportunities builds rapport vs. merely building up scores. 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 Carolyn Saunders, you can find her on <a href="https://www.linkedin.com/in/carolyn-saunders-431a626/?originalSubdomain=ca" rel="noopener noreferrer"> LinkedIn.</a>

Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?

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. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?

Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?

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