A number rarely tells the whole story. That's why leading Net Promoter companies ask customers to discuss their experiences in their own words.   Bain Fellow Fred Reichheld returns to the podcast to talk about the shortcomings of multiple-choice surveys, the power of verbatim feedback and some common customer service myths.

A number rarely tells the whole story. That's why leading Net Promoter companies ask customers to discuss their experiences in their own words. Bain Fellow Fred Reichheld returns to the podcast to talk about the shortcomings of multiple-choice surveys, the power of verbatim feedback and some common customer service myths.

&nbsp; A number rarely tells the whole story. That's why leading Net Promoter companies ask customers to discuss their experiences in their own words. &nbsp; Bain Fellow Fred Reichheld returns to the podcast to talk about the shortcomings of multiple-choice surveys, the power of verbatim feedback and some common customer service myths. &nbsp;

Ep. 82:  When Customers Speak Their Minds

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.

Share Ep. 82: When Customers Speak Their Minds

Sign up to save your podcasts

Ep. 82: When Customers Speak Their Minds

Ep. 82: When Customers Speak Their Minds

More shows like Customer Confidential: Untold Stories of Earned Growth

Exchanges

WSJ What’s News

Coaching for Leaders

a16z Podcast

How I Built This with Guy Raz

Cold Call

Masters of Scale

Inside the Strategy Room

The CMO Podcast

The Journal.

Dry Powder: The Private Equity Podcast

The Prof G Pod with Scott Galloway

All-In with Chamath, Jason, Sacks & Friedberg

HBR On Leadership

Unhedged