Mike chats to Rob Markey, the acclaimed co-author of 'The Ultimate Question', a key developer of the Net Promoter System (NPS) and "The Vince Lombardi of Customer Experience".
Discover insights into customer loyalty, the origins and evolution of NPS, and the pivotal role of simplicity and actionable feedback in transforming customer experience. Rob shares personal stories, his thoughts on common mistakes in customer feedback strategies, and his vision for the future of customer and employee experience in a tech-driven world.
(00:37) Introducing Rob Markey: The Vince Lombardi of Customer Loyalty (03:40) Rob Markey's Origin Story: From Meat Purveyor Grandson to Customer Loyalty Guru (08:04) The Birth of Net Promoter Score (NPS): A Revolution in Customer Loyalty (12:43) The Evolution of NPS: From Concept to Global Standard (20:38) The Impact of NPS on Business and Beyond (33:51) Exploring the Link Between Employee Engagement and Customer Experience (45:59) The Future of Customer Experience and Loyalty (49:26) Closing Thoughts and Reflections
Popular Podcasts
Stuff You Should Know
If you've ever wanted to know about champagne, satanism, the Stonewall Uprising, chaos theory, LSD, El Nino, true crime and Rosa Parks, then look no further. Josh and Chuck have you covered.
The Joe Rogan Experience
The official podcast of comedian Joe Rogan.
True Crime Tonight
If you eat, sleep, and breathe true crime, TRUE CRIME TONIGHT is serving up your nightly fix. Five nights a week, KT STUDIOS & iHEART RADIO invite listeners to pull up a seat for an unfiltered look at the biggest cases making headlines, celebrity scandals, and the trials everyone is watching. With a mix of expert analysis, hot takes, and listener call-ins, TRUE CRIME TONIGHT goes beyond the headlines to uncover the twists, turns, and unanswered questions that keep us all obsessed—because, at TRUE CRIME TONIGHT, there’s a seat for everyone. Whether breaking down crime scene forensics, scrutinizing serial killers, or debating the most binge-worthy true crime docs, True Crime Tonight is the fresh, fast-paced, and slightly addictive home for true crime lovers.