Bain Partner. Customer and employee loyalty expert. Author. Customer Value. Podcast: netpromotersystem.com/podcas…
Joined June 2008
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280 Photos and videos
Pinned Tweet
22 Dec 2019
You only maximize shareholder value by maximizing customer value
21 Dec 2019
How to build customer value:
1. Develop robust customer-value management processes and tools.
2. Combine design thinking with loyalty-earning technologies.
3. Organize around customer needs.
4. Make loyalty among all stakeholders a priority.
s.hbr.org/35oEefQ
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3 Jul 2024
Hear the story of T-Mobile's risky and successful turnaround as told by @JonFreier, who humbly minimizes his own important role
3 Jul 2024
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Rob Markey retweeted
3 Jul 2024
Years ago, after seeing a broken system "The Carriers" had created for customers, @TMobile decided to call ourselves "The Un-carrier" and force the wireless industry to change. Had a chance to share that story in a great chat with @rgmarkey on the Customer Confidential podcast!
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8 Aug 2023
Rewards = Loyalty?
While rewards schemes offer transactional incentives for repeat business (and there’s merit in rewarding loyal customers), it’s crucial we define terms accurately. Labeling rewards as loyalty risks muddling the genuine essence of trust-based loyalty.
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30 Mar 2023
Seriously? Does it have an ejector mechanism or something?
#irritants #cxfail #airlines #youvegottobekiddingme
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14 Feb 2023
Such humility and honesty from @AndHeckmann. He's a #cx and #CustomerSupport innovator who is driving significant change. You'll love this conversation
13 Feb 2023
Had the honor of being invited to @BainAlerts
"The Net Promoter System Podcast". Pure pleasure talking to @rgmarkey - #1 expert NPS / CX / customer loyalty. Go check out this episode - and his previous ones. ENJOY!
netpromotersystem.com/insigh…
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3 Feb 2023
You know something nice about ChatGPT? You can ask for advice on insanely silly things and get a response without judgment. The machine doesn't care.
(Of course, the advice isn’t always all that great. But, hey, can’t have everything!)
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13 Dec 2022
YES!
21 Nov 2022
"CLV equals the present value of the cash flows that a customer generates while they are engaged with the firm minus the cost to acquire the customer. The present value of cash flows, in turn, is a function of sales, costs, and customer longevity." morganstanley.com/im/publica…
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5 Nov 2022
Frequent flyer rant: Do airlines really not know when planes are going to arrive at gates? I mean, how can it be that there's so rarely an agent available to connect the jetway? After I've flown for 11.5 hours, how do you think it feels to wait another 45 minutes to deplane?
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27 Sep 2022
Next week!!
19 Sep 2022
In advance of CX Day 2022, please join @rgmarkey and me as NPSx℠ hosts a special live recording of the Net Promoter System Podcast on September 30th (11am-12pm ET; 8-9am PT).
During the podcast recording, Rob and I will reflect…lnkd.in/eieq_Za3 lnkd.in/eKvN5zKQ
2 Sep 2022
Data lakes, CDPs and other static customer databases just don't cut it if you want to achieve personalization at scale
1 Sep 2022
In the @NetPromoterSys #Podcast, @rgmarkey and Zack Anderson, chief data and analytics officer at @NatWest_Help, discuss how to leverage data and analytics to develop deeper customer relationships.
Listen now 🎧: atbain.co/3CQFR9O
20 Jul 2022
Hear why @scotiabank decided to "go slow to go fast" in this revealing and honest conversation about their NPS journey and how to earn customer trust
20 Jul 2022
In this episode of our @NetPromoterSys #Podcast, Carolyn Saunders and @rgmarkey discuss how transparency in communication can build relationships and provide an exceptional customer experience.
Listen now 🎧: atbain.co/3v066py
27 May 2022
Outstanding conversation about how to think about even the little things while keeping your eye on customer value
27 May 2022
Just released! - My interview with @rgmarkey on the #NetPromoter System podcast. In this clip, I explain how the (now widely-cited) Watermark Consulting #CustomerExperience ROI Study was born out of frustration. Full interview at baincompany.libsyn.com/ep-19…
#CX #NPS #CustomerService
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1 May 2022
I've been pondering how airlines could make boarding as stressful and anxiety-inducing as possible. A few ideas: 1. Have people line up in groups starting with Group 1, then ask like four OTHER groups to elbow past to board before them
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1 May 2022
9. Send 5 to 10 text messages, push notifications AND automated mobile calls within a few minutes, each alerting passengers to a new departure time that conflicts with the others (some earlier, some later). Make sure SMS arrive out of sequence with the app
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