Delighted Customers Podcast

Part 2 of 2 Predictive NPS - How Loyalty Measurement is Changing with Rob Markey A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0. In Part 2 (this episode): We discuss: Rob’s definition of customer experience The impact of digital transformation on CX Why and how NPS will still play a role despite the emergence of technology The evolution of NPS in a digital world Is it moral and ethical to treat every customer the same? (hint - his answer may surprise you!) Rob Markey Bio -Has led dozens of successful customer-centric transformations at large, global companies​ -Creator of Bain’s approach to customer-centricity​ -Introduced Earned Growth through Customer Value Management in “Are You Undervaluing Your Customers,” Harvard Business Review, Jan-Feb 2020​ -Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain’s NPS Loyalty Forum​ -Founder of Bain’s Customer Strategy and Marketing practice​ -30+ years at Bain​ -MBA, Harvard; BA, Brown​ -Ran 7 marathons and aspires to complete all the world majors by 2024 -And by the way, happens to host his own podcast, The Net Promoter System Podcast