Customer Confidential: Untold Stories of Earned Growth
Rob Markey, Bain & Company partner and customer experience expertThe 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 insi... more
| Publishes | Monthly | Episodes | 260 | Founded | 12 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | BusinessManagement | |||
Listen to this Podcast
Latest Episodes
Episode 260: When customers must re-explain the same problem, reopen old tickets, and chase for follow-ups, a shiny new tool won't help unless it's connected to support or sales history. How can leaders act on real signals to build shared memory and ... more
Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discouraging first-time customers from returning?
Today's guest, Rachel Bicking, EVP of Innovation at Kobie Marketi... more
Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy?
Charlon McIntosh, Chief Customer Operations Officer, and Melissa Pint, Chief Digital Information Officer, both joined Front... more
Episode 257: How do you earn the next banking customer's loyalty, one moment at a time? Focus on what customers choose, and why.
According to John Finley, head of marketing, technology, and innovation at BMO, a bank operating across North America, ... more
Key Facts
Similar Podcasts
People also subscribe to these shows.
Recent Guests
Host
Reviews
- Authentic conversations with experts in CS
Rob and his incredibly knowledgeable guests consistently deliver nothing but value in each and every episode. Packed with all the essentials that make a CS/CX show fabulous — insightful trends, tips, and assets for success in this field. Plus, they bring an authenticity and insight you won’t find anywhere else. Thanks for creating such a stellar show, Rob. Keep up the fantastic work!
Apple Podcasts5Linda__Lee_
Philippines2 years ago - Great insights and content
Thank you for your podcast! As a CX analyst, I throughly enjoy listening, and appreciate that you remain on topic and provide great insights clear and concisely.
Apple Podcasts5Kn0243
United States2 years ago - Excellent listening for CX and loyalty
Great podcast. Love the interviews and really helps paint the picture for why/how loyalty matters. Practical as well as inspirational.
Edited to add: love the new name and branding!
Apple Podcasts5closet snobUnited States2 years ago - Underrated podcast
This is my favorite podcast for customer experience. It’s underrated for the quality of topics and interviews. I love that the show continues to build and share NPS improvements. Definitely recommend it!
Apple Podcasts5Redlead0United States3 years ago - Great insights into NPS
Contemporary practices with great contributors
Apple Podcasts54006david
Australia6 years ago
Listeners Say
Key themes from listener reviews, highlighting what works and what could be improved about the show.
Chart Rankings
How this podcast ranks in the Apple Podcasts, Spotify and YouTube charts.
Apple Podcasts | #210 |  United Kingdom/Business/Management |
Apple Podcasts | #12 |  Singapore/Business/Management |
Apple Podcasts | #127 |  Indonesia/Business/Management |
Apple Podcasts | #129 |  South Korea/Business/Management |
Apple Podcasts | #136 |  Colombia/Business/Management |
Apple Podcasts | #140 | Singapore/Business |
Talking Points
Recent interactions between the hosts and their guests.
Audience Metrics
Listeners, social reach, demographics and more for this podcast.
| Listeners per Episode | |
|---|---|
| Gender Skew | |
| Location | |
| Interests | |
| Professions | |
| Age Range | |
| Household Income | |
| Social Media Reach |
Frequently Asked Questions About This Podcast
What is This Podcast about and what kind of topics does it cover?
Across episodes, the show consistently centers on customer experience, loyalty, and practical transformation at scale. Conversations often hinge on moving from siloed, tool-driven approaches to integrated, signal-driven CX—emphasizing memory of customer journeys, real-time insights, and data-backed decision making. Guests range from CMOs and CXOs to practitioners and professors, with recurring threads on Net Promoter Score, journey design, AI-enabled listening, and the cultural challenges of driving customer-centric change in large organizations. The show tends to blend strategic frameworks with hands-on examples from industries like financial services, hospitality, technology, healthcare, and utilities, making it a strong resource for team... more
Where can I find podcast stats for this podcast?
Rephonic provides a wide range of podcast stats for this podcast. We scanned the web and collated all of the information that we could find in our comprehensive podcast database. See how many people listen to this podcast and access YouTube viewership numbers, download stats, audience demographics, chart rankings, ratings, reviews and more.
How many listeners does this podcast get?
Rephonic provides a full set of podcast information for three million podcasts, including the number of listeners. View further listenership figures for this podcast, including podcast download numbers and subscriber numbers, so you can make better decisions about which podcasts to sponsor or be a guest on. You will need to upgrade your account to access this premium data.
What are the audience demographics for this podcast?
Rephonic provides comprehensive predictive audience data for this podcast, including gender skew, age, country, political leaning, income, professions, education level, and interests. You can access these listener demographics by upgrading your account.
How many subscribers and views does this podcast have?
To see how many followers or subscribers this podcast has on Spotify and other platforms such as Castbox and Podcast Addict, simply upgrade your account. You'll also find viewership figures for their YouTube channel if they have one.
Which podcasts are similar to this podcast?
These podcasts share a similar audience with this podcast:
1. Inside the Strategy Room
2. The Diary Of A CEO with Steven Bartlett
3. The Rest Is History
4. World Business Report
5. The Mel Robbins Podcast
How many episodes of this podcast are there?
this podcast launched 12 years ago and published 260 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
How do I contact this podcast?
Our systems regularly scour the web to find email addresses and social media links for this podcast. We scanned the web and collated all of the contact information that we could find in our podcast database. But in the unlikely event that you can't find what you're looking for, our concierge service lets you request our research team to source better contacts for you.
Where can I see ratings and reviews for this podcast?
Rephonic pulls ratings and reviews for this podcast from multiple sources, including Spotify, Apple Podcasts, Castbox, and Podcast Addict.
View all the reviews in one place instead of visiting each platform individually and use this information to decide if a show is worth pitching or not.
How do I access podcast episode transcripts for this podcast?
Rephonic provides full transcripts for episodes of this podcast. Search within each transcript for your keywords, whether they be topics, brands or people, and figure out if it's worth pitching as a guest or sponsor. You can even set-up alerts to get notified when your keywords are mentioned.
What guests have appeared on this podcast?
Recent guests on this podcast include:
1. Jeannie Walters
2. John Abraham
3. Rachel Bicking
4. Mike Milliron
5. Gurdeep Pall
6. Séverine Clairet
7. Mathieu Staniulis
8. Erin Wallace
To view more recent guests and their details, simply upgrade your Rephonic account. You'll also get access to a typical guest profile to help you decide if the show is worth pitching.