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 | 268 | Founded | 13 years ago |
|---|---|---|---|---|---|
| Number of Listeners | Categories | ManagementBusiness | |||
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Latest Episodes
Episode 268: Companies have spent years designing websites, apps, stores, call centers, and all the other ways for customers to interact with them directly. What happens when the customer starts somewhere else entirely?
Mark Hammond, Senior Vice Pr... more
Episode 267: API Heat Transfer was responding to requests for quotation when, according to research in one of its priority segments, buyers had already decided who they trusted. The manufacturer of heat exchangers had strong products and deep enginee... more
Episode 266: In Bain's early 2026 Consumer Banking Benchmark, provided by NPS Prism, Chime had the highest NPS among the companies we measured. That raised a basic question: How does a financial technology company serving people who live paycheck to ... more
Episode 265: Ryan Fuller started questioning online reviews after two terrible stays at highly-rated vacation rentals. Both had 4.9-star ratings. After Ryan posted negative reviews, the people behind each listing independently offered him £200 to cha... more
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- 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 States3 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 States3 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 States4 years ago - Great insights into NPS
Contemporary practices with great contributors
Apple Podcasts54006david
Australia7 years ago
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Chart Rankings
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Apple Podcasts | #79 |  United Kingdom/Business/Management |
Apple Podcasts | #237 |  Italy/Business/Management |
Apple Podcasts | #241 |  France/Business/Management |
Apple Podcasts | #67 |  Indonesia/Business/Management |
Apple Podcasts | #99 |  Russia/Business/Management |
Apple Podcasts | #158 |  South Korea/Business/Management |
Talking Points
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Frequently Asked Questions About This Podcast
What is This Podcast about and what kind of topics does it cover?
This show centers on real-world customer experience, loyalty, and organizational growth through earned value rather than short-term gains. Episodes feature leaders and practitioners discussing CX design, customer journeys, NPS, and how data, culture, and strategy converge to drive durable growth. Notable throughlines include turning complex customer signals into actionable improvements, balancing tech with human-centered service, and sharing pragmatic lessons from brands tackling retail, subscription, and service challenges. The format tends to feature practitioner guests and consulting perspectives, offering tactical takeaways, frameworks, and stories that listeners can apply to their own customer programs and product experiences. A stando... more
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1. Wall Street Breakfast
2. Dry Powder: The Private Equity Podcast
3. The So What from BCG
4. The Indicator from Planet Money
5. The Journal.
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this podcast launched 13 years ago and published 268 episodes to date. You can find more information about this podcast including rankings, audience demographics and engagement in our podcast database.
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What guests have appeared on this podcast?
Recent guests on this podcast include:
1. Mark Hammond
2. Daniel Herrmann
3. Sam Krause
4. Ryan Fuller
5. Matt Meeker
6. Allie Kuehner
7. Sarah Phelps
8. Megan Riggs
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