All Episodes
Customer Confidential: Untold Stories of Earned Growth — 263 episodes
Ep. 263 | Allie Kuehner and Sarah Phelps: Designing the Astronaut Experience: Turning a Half-Million-Dollar, 11-Minute Thrill Ride Into a Moment of Awe
Ep. 262 | Megan Riggs: From Farmers Market Fav to Supermarket Staple: How a Lean Juice Company Scaled Fast
Ep. 261 | Andy Pierce: False Confidence at Machine Speed: How to Make Synthetic Customers Useful
Ep. 260 | Jeannie Walters and John Abraham: A Company with No Memory: When Your Systems Don't Remember the Customer
Ep. 259 | Rachel Bicking: Customers' First Micro-Frustration Makes or Breaks the Next Purchase
Ep. 258: Charlon McIntosh & Melissa Pint | Accountability is the Product at Frontier: "We Didn't Do Interesting. We Did Effective."
Ep. 257: John Finley | Stop Chasing Surveys: How to Earn the Next Customer Choice
Ep. 256: Mike Milliron | "We Made It Cool to Care": From CX Resistance to Results
Ep. 255: Jason Guardino and Karen San | How Turning 18 Can Break Your Relationship With Healthcare
Ep. 254: Gurdeep Pall | The Internet Side of the AI Battle: Why Walled Gardens Fail
Ep. 253: Mathieu Staniulis & Séverine Clairet | Blinded by Pride: Inside a 125-Year-Old Co-Op's Return to Customer-Centricity
Ep. 252: Erin Wallace | The Data Doesn't Care How Good You Think You Are
Ep. 251: Mike Valanzola | Many Voices, No Shared Truth: How Dell Revitalized Its Customer Feedback System with Help from the CXRA
Ep. 250: Sean McEntire | A Decade of Discipline: From NPS Pilot to Outer Loop Powerhouse
Ep. 249: Scott Taber | Why Four Seasons Turned Guests Away
Ep. 248: Utibe Bassey | Restoring Power, Recharging Customer Experience
Ep. 247: Mari Cross | These B2B Customers Don't Buy Features. They Buy Outcomes.
Ep. 246: Deon Nicholas | A Glimpse of the AI Future—It's Here Today
Ep. 245: Eduardo Roma | When Effortless Digital Isn't Enough: Competing on Customer Relationships
Ep. 244: Eric Almquist | The Value Experience: Why Adding Elements of Value Adds Company Value
Ep. 243: Cutler Andrews | When an 8% Donor Base Funds a University: Unlocking Hidden Alumni Engagement Opportunities
Ep. 242: Kunal Madhok | The Black Box Fallacy: Why Wells Fargo Doesn't Trust an AI It Can't Explain
Ep. 241: Abhii Parakh & Mike Estep | Flawless Over Flashy: Prudential's Unconventional Path to Customer Experience Leadership
Ep. 240: Caroline Lombardi | The Evolution of the Chief Customer Officer: From Scorekeeper to CEO Successor
Ep. 239: Dan McCarthy | Food for Thought: How External Data Analysis Can Unlock Competitive Insights
Ep. 238: Brian Higgins | Building AI Trust: Verizon's Bold Bet on Deliberate Progress
Ep. 237: Murli Buluswar | From Analytics to Outcomes: Creating Data-Driven Insights at Citi
Ep. 236: David Tudehope & Joseph Michelli | "Zig When They Zag": Macquarie's Customer-Centric Revolution
Ep. 235: Jon Freier | From Near Death to NPS Disrupter: T-Mobile's Journey to Customer Leadership
Ep. 234: Naiara De León & Madison Dyal Anderson | All Customers Just Want to Belong: What Defines an Inclusive Retail Experience?
Ep. 233: Eckhart Boehme | Uncovering Hidden Customer Needs: The Power of Jobs to Be Done
Ep. 232: Matt Harris | When AI Shifts the Balance of Power to Consumers: Preparing for a New Business Reality
Ep. 231: Fred Reichheld | Unleashing Earned Growth: The Referral Spectrum
Ep. 230: Tim Pernetti | A New Playbook: Reinventing the IMG Academy Experience
Ep. 229: Stan Swinton | Redefining Customer Centricity: What is the NPSx Framework?
Ep. 228: Tony Ezell | Sustaining Success: How Customer Loyalty Drives Organizational Stability
Ep. 227: Richard Watts | "Would You Do That to Your Mum?" The Simple and Powerful CX Litmus Test
Ep. 226: Ruth Veloria | Purpose-Driven Progress: Helping University of Phoenix Students Succeed
Ep. 225: Jason Barro | Trapped: The Hidden Forces Behind Counterintuitive NPS Results
Ep. 224: Conny Kalcher | Stackable Strategies: Adapting an Iconic Toymaker's Customer-Centricity to Zurich Insurance
Ep. 223: Mark Slatin | The Trust Equation: How to Build Intimate Customer Relationships
Ep. 222: Fred Reichheld | Measuring Customer Loyalty: The Journey from Retention to Net Promoter to Earned Growth
Ep. 221: Dr. Adrienne Boissy | Healthcare's Empathy Factor: Capturing Real Patient Experiences
Ep. 220: Peter Gries | Nourishing Business Diversity: A Look into METRO's Customer-Centric Evolution
Ep. 219: David Kenny | The Transformation of Media Consumption and Loyalty in the Digital Era
Ep. 218: Joe Wheeler | Agile, Digital, and Human: Eliminating Bad Customer Experiences
Ep. 217: Andy Cockburn | No Strings Attached: Genuine Referrals as the Secret to Earned Growth
Ep. 216: Ben Reason | Humanizing Experiences: The Power of Design in Creating Meaningful Connections
Ep. 215: Michael Mauboussin | Adjusting Your Aim: Forecast Better to Invest Better
Ep. 214: Michael Mauboussin | Beating Expectations: The Impact of Loyalty on Corporate Valuations
Ep. 213: Allison Hartsoe | Why Customer-Centric Isn't Enough: Measuring Customer Equity
Ep. 212: Stacy Sherman | Elevating the Empathy: How an Elevator Service Company Built a Customer-Centric Culture
Ep. 211: Peter Pizzi | From Insight to System to Sales Growth: Lessons from an NPS Veteran
Ep. 210: Andreas Heckmann | How a Software Giant Is Revolutionizing Customer Experience to Adapt to the New Frontier of Cloud Computing
Ep. 209: Kentaro Kawamori | From Carbon Confusion to Climate Clarity: The New World of Carbon Accounting and Reporting
Ep. 208: Jason Barro | NPS Prism: The Source for True, Deep NPS Insights
Ep. 207: Fred Reichheld | Refocusing NPS for Earned Growth
Ep. 206: Mike Salguero | A Rare Business Model, Well Done
Ep. 205: Zack Anderson | Bringing the Elusive Promise of Personalization to Life
Ep. 204: Evan Siegel | Why Helping Banking Customers Change Their Mindsets Builds Lifelong Loyalty
Ep. 203: Bryan Rutberg | Loving Your Customers Means Keeping It Real
Ep. 202: Carolyn Saunders | Customers Want to Be Heard: Can You Use Feedback to Build Relationships?
Ep. 201: Nate Henderson | From Paper to Pixels: How 3-D Instructions Are Transforming Customer Experience
Ep. 200: Ilenia Vidili | Customer-centricity Can Make the World a Better Place
Ep. 199: Jon Picoult | Great Customer Experience Begins with Knowing What Customers Value
Ep. 198: Barbara Higgins | Lighting a Path to Success in Low-Engagement Industries
Ep. 197: Jason Guardino | Compassion in Healthcare: Feeling Cared For Can Be as Important as Being "Cured"
Ep. 196: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Help Employees Become Bias Disruptors
Ep. 195: Trier Bryant and Kim Scott | A Conversation About Bias: How Leaders Can Make Employees and Customers Feel Safe and Heard
Ep. 194: Todd Yellin | From Red Envelopes to Red Carpets: Netflix's Todd Yellin Talks Innovation and Personalization
Ep. 193: Fred Reichheld | Customer Love: Go Big, or Go Home: Understanding the Power of "Big NPS"
Ep. 192: Fred Reichheld | Customer Love: Not Always Easy, But Always Right
Ep. 191 Darci Darnell | Ping-Pong Tables Don't Inspire Employees, Real Autonomy Does
Ep. 190: Maureen Burns | In Business, Good Guys and Gals Really Do Finish First
Ep. 189: Fred Reichheld | Introducing: Winning on Purpose
Ep. 188: Tony Wells | Culture, Mission, and Taking a Public Stand
Ep. 187: Tony Wells | Maintaining a Resilient and Customer-Focused Culture
Ep. 186: Hint Water's Kara Goldin | Plumbing a Sweet Spot in the Market
Ep. 185: NatWest Group's Paul Smith | Recovering the Spirit of Customer-centricity
Ep. 184: Caliber Collision's Steve Grimshaw | Restoring Customers to the Rhythm of Their Lives
Ep. 183: Lori Cobb | Give Customers a Voice in Powering Your Company's Operations
Ep. 182: Darrell Rigby | Agile Is Not Just a Method, It's a Mindset
Ep. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into Fast Fixes
Ep. 180: Wharton's Peter Fader | The Right Actions and Metrics to Grow Customer Value
Ep. 179: Wharton's Peter Fader: The Nature and Value of Loyalty
Ep. 178: Luiza Mattos | Covid-19: The View from Brazil
Ep. 177: General Stanley McChrystal | Leadership in a Crisis Is about Connection and Trust
Ep. 176: Maureen Burns | What Do You Want to Stand For with Customers and Employees when This Is All Over?
Ep. 175: Roger Martin | Want to Increase Shareholder Value? Focus on Customers Instead
Ep. 174: Theta Equity's Dan McCarthy | Investors Need to Know: What's Your Customer Worth?
Ep. 173: Theta Equity's Dan McCarthy | Now There's a Way to Link Customer Behavior to Share Price
Ep. 172: UniCredit's Francesco Vercesi | With Agile, Customer Experience Improvements Never End
Ep. 171: Gillian Tett of the Financial Times | Stop Busting Silos; Instead, Make Them Work for You
Ep. 170: Airbnb's Raj Sivasubramanian | Will Customers Really Leave Feedback via Video?
Ep. 169: Kim Scott | Radical Candor: Don't Be a Jerk
Ep. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights Beyond the Score
Ep. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience
Ep. 166: Horst Schulze | Do You Want To Lead or Just Manage?
Ep. 165: Horst Schulze | Behind the Luxury, a Human Purpose
Ep. 164: Beth Comstock | First, Listen to the Customer Story
Ep. 163: Manulife Asia's Francesco Lagutaine | Delivering a Customer Experience Where Wow Isn't Enough
Ep. 162: Uber's Troy Stevenson | The Human Side of Uber's Digital Customer Experience
Ep. 161: Vanguard's Amy Cribbs | Uncovering the Unexpected through Agile
Ep. 160: Vanguard's Amy Cribbs | Accelerating Customer Experience Improvements through Agile
Ep. 159: E.ON's Andrew Clayton |The Self-Replicating Customer Feedback Loop
Ep. 158: ABN AMRO's Alex Terpstra | Without the Customer, There's No Food on the Table
Ep. 157: Maurice FitzGerald | Dubious Management Fad? No, but There's Room for Improvement
Ep. 156: Kathy McGettrick | How IBM Scales Customer Feedback
Ep. 155: Razia Richter | When an Operator Becomes Chief Customer Officer
Ep. 154: Joshua Rossman | How to Bring Customer Feedback to Life at Scale
Ep. 153: HireVue's Kevin Parker | The Rise and Decline of the Modern Day Résumé
Ep. 152: Scotiabank's Ignacio Deschamps | Surviving Year Two
Ep. 151: Scotiabank's Ignacio Deschamps | The Customer Letter That Shaped a Leader
Ep. 150: Gen. Stanley McChrystal |True Leadership Means Fewer Decisions, Less Ego (Part 2)
Ep. 149: Gen. Stanley McChrystal | Battle-Tested Advice (Part 1)
Ep. 148: Eric Smuda | Dude, Where's My Car?
Ep. 147: CA Technologies' Dayton Semerjian | Keeping the Faith Even as Others Lose It
Ep. 146: CA Technologies' Dayton Semerjian | Getting Back to Growth in B2B
Ep. 145: 1-800-GOT-JUNK's Brian Scudamore | A Shining Example of Memorable Service
Ep. 144: Citizens Bank's Beth Johnson | First Customers, Then Growth
Ep. 143: Bain's Gerard du Toit | The Customer Experience Tools Companies Love
Ep. 142: Q&A with Maurice FitzGerald | The Empathy Remedy in Healthcare
Ep. 141: Jeanne Bliss of CustomerBliss | It's Still About Humans Helping Humans
Ep. 140: Comcast's Charlie Herrin | How Follow-up Calls Can Inspire Change
Ep. 139: Comcast's Charlie Herrin | Inside a Cable Giant's Net Promoter Turnaround
Ep. 138: USAA's Julio Estevez-Breton | The Customer Experience-Based Organization
Ep. 137: FirstService's Charlie Chase | The Business Lessons of Rejection
Ep. 136: Elwood Staffing's Fernando Cadena | Building Temporary Relationships That Last
Ep. 135: Year Up's Garrett Warfield and Jess Britt | Fostering a Feedback Culture
Ep. 134: "Grit" Author Angela Duckworth | Leading with Grit
Ep. 133: Bain's Jason Barro | The Roadmap to Leadership
Ep. 132: Boxed's Jackson Jeyanayagam | Using Service to Take on Retail's Big Names
Ep. 131: Adidas' Celine Del Genes | Designing the Glitch Experience
Ep. 130: Bain's Jeff Melton | The Metrics That Matter Most
Ep. 129: Dell's Marc Stein | Bringing Net Promoter to Scale
Ep. 128: FireDisc's Griff and Hunter Jaggard | Stoking the Entrepreneurial Spirit
Ep. 127: Q&A with Maurice FitzGerald | Boning Up on Behavioral Economics
Ep. 126: Q&A with Maurice FitzGerald | Are Cultural Differences at Play?
Ep. 125: Darci Darnell | Bringing Net Promoter to the People
Ep. 124: Q&A with Maurice FitzGerald | Rallying Teams Around Net Promoter
Ep. 123: Michael Farmer | Inside Madison Avenue's Loyalty Challenge
Ep. 122: Q&A with Maurice FitzGerald | The Net Promoter Games People Play
Ep. 121: Aisling Hassell | Unlocking Airbnb's Culture of Trust
Ep. 120: Q&A with Maurice FitzGerald | Why Response Rates Matter
Ep. 119: Jennifer Hyman | How Rent the Runway Makes a Statement with Style—and Service
Ep. 118: Q&A with Maurice FitzGerald | What's in a Benchmark?
Ep. 117: Eric Almquist | What Do B2B Customers Want?
Ep. 116: Sarah Robb O'Hagan | Going to Extremes for Customers
Ep. 115: Maurice FitzGerald | Tackling Net Promoter Questions from Practitioners on LinkedIn
Ep. 114: Fred Debruyne | The Secret to Happier Customers? Think Simple and Digital
Ep. 113: Shorts | Maintaining Customer Intimacy at Scale
Ep. 112: Tom Springer | Mining the Big Data Opportunity in Customer Loyalty
Ep. 111: Shawn Achor | Why a Little Praise Goes a Long Way
Ep. 110: Shorts | The Story Behind the Smiley Face
Ep. 109 Jonathan Levav | The Science Behind Clicking "Buy"
Ep. 108: Roger Martin | The Tricky Thing About Shareholder Value
Ep. 107: Shorts | Asking the Right Question
Ep. 106: Chris Zook | Why Front-Line Obsession Is Critical to Growth
Ep. 105: Shorts | Going Beyond Statistics with Net Promoter
Ep. 104: Ian Malpass | Big Lessons in Culture from a Mat Manufacturer
Ep. 103: Peter Fader | What Is a Customer Worth?
Ep. 102: Shorts | The Outer Loop of the Net Promoter System
Ep. 101: Eric Almquist | Tapping into Customers' Deepest Aspirations
Ep. 100: Who Makes the Follow-Up Call? Rob Markey Answers More Listener Questions
Ep. 99: What's in a Scale? Rob Markey Answers Listeners' Questions
Ep. 98: The 33 Qualities of Inspiring Leaders
Ep. 97: Shorts - Huddles in the Net Promoter System
Ep. 96: What Really Motivates People
Ep. 95: Rob Markey Answers Listeners' Net Promoter System Questions
Ep. 94: Shorts - The Inner Loop of the Net Promoter System
Ep. 93: What Does It Really Take to Become an Expert?
Ep. 92: Shorts - Who Should Run Your Net Promoter System?
Ep. 91: Finding the Road to Authenticity at Lyft
Ep. 90: Shorts - The Essential Role of the Customer Advocacy Office
Ep. 89: Shorts - Get Real Feedback from Your B2B Customers
Ep. 88: Want to Empower Employees? Start by Letting Go
Ep. 87: What Do You Call the Space Between Your Company and Mine?
Ep. 86: The Four Seasons Approach to Five-Star Service
Ep. 85: Shorts - Employee Engagement—Fostering Energy, Enthusiasm and Creativity
Ep. 84: Shorts - Closing the Loop in the Net Promoter System
Ep. 83: Shorts - The Value of Prototypes
Ep. 82: When Customers Speak Their Minds
Ep. 81: The Art of Human Connection
Ep. 80: Shorts - The Infrastructure Behind an Effective Net Promoter System
Ep. 79: What Makes Customers Buy? It's Not Always What You Think
Ep. 78: The Gift of Brutally Honest Feedback
Ep. 77: How to Get More Out of Your Net Promoter System
Ep. 76: How to Stay Married (to Your Customers)
Ep. 75: Creating a Service Culture That Keeps Customers Coming Back—for Life
Ep. 74: How VimpelCom Set a Roadmap for Improvement
Ep. 73: Shorts - Creating a Reliable Metric
Ep. 72: Shorts - Developing a Root Cause Capability
Ep. 71: Shorts - The Keys to Effective Learning
From feedback to action
Ep. 70: The Business of Habits: Why You Just Can't Put Down Your Phone
Ep. 69: The Biggest Challenges of Adopting the Net Promoter System
Ep. 68: Shorts - Converting Loyalty Into Economic Advantage
Ep. 67: Shorts - From feedback to action
Ep. 66: Shorts - Leading a Net Promoter System company
Ep. 65: Shorts - The economics of loyalty
Ep. 64: How Bonobos designs a tailored shopping experience
Ep. 63: How text messages helped a phone retailer turn up feedback
Ep. 62: Lessons from great founder-led firms
Ep. 61: How Qualtrics stumbled on the Net Promoter System
Ep. 60: At DonorsChoose, supplying transparency and integrity
Ep. 59: Shorts - Your best employees work for love, not money
Ep. 58: At Safelite, training leaders to hit the gas on culture change
Ep. 57: Restaurants discover the special sauce of Net Promoter feedback
Ep. 56: Shorts - The benefits of a competitive benchmark Net Promoter Score
Ep. 55: Rebuilding the LEGO Group by rediscovering customer centricity
Ep. 54: Power to the customer at E.ON
Ep. 53: Former Telstra CEO David Thodey's Net Promoter journey - Part 2
Ep. 52: Former Telstra CEO David Thodey's Net Promoter journey - Part 1
Ep. 51: Five keys to successful innovation
Ep. 50: Looking back on 50 episodes
Ep. 49: Creating a market of trust and delight at eBay
Ep. 48: At OpenTable, making dining more satisfying
Ep. 47: The short meeting that leads to big results
Ep. 46: The wisdom of Jeanne Bliss
Ep. 45: Taking the turbulence out of travel at JetBlue
Ep. 44: Nailing Net Promoter at Habitat for Humanity
Ep. 43: How Birchbox unwraps customer data to open up delight
Ep. 42: Answering the call for culture change at a telecom giant
Ep. 41: At Disney, the show must go on
Ep. 40: Taking the temperature of temps
Ep. 39: How Warby Parker is changing the rules of eyewear
Ep. 38: Net Promoter, pay and predictable consequences
Ep. 37: Would you recommend your town to a friend?
Ep. 36: Taking on the razor blade giants
Ep. 35: The inner loop of the Net Promoter System
Ep. 34: Making feedback easy and appealing to customers
Ep. 33: Net Promoter at the heart of a transformation
Ep. 32: The real secret of employee engagement
Ep. 31: Taking the pulse of patient care
Ep. 30: Planning the marriage (not just the wedding)
Ep. 29: Love feedback, but hate surveys?
Ep. 28: Who's advocating for your customers?
Ep. 27: A prescription for better service
Ep. 26: The engine that drives customer loyalty in B2B
Ep. 25: Brewing loyalty at Starbucks
Ep. 24: The challenge of radical simplicity
Ep. 23: The magic of engaged, empowered employees
Ep. 22: There's no such thing as an "average" customer
Ep. 21: Why are bank customers so disloyal?
Ep. 20: Making customers royally happy
Ep. 19: Cultural change: More than a mission statement
Ep. 18: Letting feedback speak for itself
Ep. 17: Scale up or scope out
Ep. 16: The benchmark is dead! Long live the benchmark!
Ep. 15: Finding opportunities in a broken chair
Ep. 14: Breaking down the "invisible fence"
Ep. 13: Dishing up real-time feedback
Ep. 12: Learning from students
Ep. 11: Converting feedback into economic value
Ep. 10: A better, simpler measure
Ep. 9: Imagining the future of feedback
Ep. 8: What is your customers' predominant personality?
Ep. 7: Loyalty and the problem with pasta on a plane
Ep. 6: Smiling until customers smile back
Ep. 5: NPS pilots at Herman Miller
Ep. 4: Seeking the right answers at Vanguard
Ep. 1: The godfather of loyalty
Ep. 2: Beyond scores at Herman Miller