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Rob Markey
126 followers -
Partner and Global Practice Leader, Bain & Company Customer Strategy & Marketing practice; Author, The Ultimate Question 2.0
Partner and Global Practice Leader, Bain & Company Customer Strategy & Marketing practice; Author, The Ultimate Question 2.0

126 followers
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The Net Promoter System has a mechanism called the inner loop that helps employees of all kinds get real-time feedback directly from customers. The feedback is usually positive—most employees do their job pretty well—so people typically become more…

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What qualities and experiences make for a successful chief advocacy officer? Not just anyone will do, regardless of how bright and ambitious he or she may seem to be. The best CAOs aren’t always the people you might think of first, and they aren’t always…

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Ride-hailing companies disrupted the traditional taxi and limo industry by offering unprecedented convenience. But less has been said about the customer experience at these fast-growing companies, which typically allow customers and drivers to rate their…

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Most companies that serve other companies solicit feedback, often in the form of quarterly or semiannual satisfaction surveys. The Net Promoter System in a B2B setting also solicits feedback from customers. But that’s where the similarity to conventional…

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What do you call the space between you and your customer? According to Dayton Semerjian, that’s where you’ll find the true value of a customer relationship. Dayton is general manager of global customer success and support at the IT services firm CA…

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Hotels didn’t always give out free toiletries. It wasn’t until the 1970s, when a Four Seasons hotel in London first started offering shampoo in showers that other hotels started following suit. And Four Seasons has been setting high standards for luxury…

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Employees need to see the fundamental connection between the work they do every day and its impact on customers. They must experience firsthand the deep satisfaction of earning their customers’ heartfelt gratitude and loyalty. If they don’t, then their…

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To close the loop is not only to let customers know that you have heard their feedback but also to bring the customer’s voice right inside the organization. Employees get a direct line to the people they are serving. They see and hear how they are…

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Creating a pilot or prototype is an essential part of designing a robust Net Promoter System. These small-scale efforts allow a company to experiment with the system’s essential elements, helping the company to create an effective program it can expand to…

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A number rarely tells the whole story. That’s why leading Net Promoter companies ask customers to discuss their experiences in their own words. Bain Fellow Fred Reichheld returns to the podcast to talk about the shortcomings of multiple-choice surveys,…
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