Customer Confidential: Untold Stories of Earned Growth

Rob Markey

Booking Overview

This executive interview podcast focuses on customer experience, loyalty, Net Promoter Score, and the operating strategies behind customer-led growth, typically featuring senior executives, founders, and customer-transformation leaders. PR agencies could credibly pitch CEOs, CMOs, CXOs, and marketing, product, technology, or loyalty experts with measurable transformation stories; booking difficulty is high because the show favors prominent operators and thought leaders with substantial firsthand experience.

Metrics

Episodes: 267

Frequency: Biweekly

Rating: 4.8/5.0

Estimated listeners: 1k-10k

Gender skew: Neutral

Location: USA

Contact Information

Publicly listed emails

webmaster@bain.com

Looking for the right person? Join Podseeker to find direct host and producer contacts and manage your podcast outreach.

Host

Rob Markey - Bain & Company partner, customer experience expert, and pioneer of the Net Promoter System.

Booking Intelligence

Booking Requirements

high

Typical Credentials:

Senior executives, founders, and established customer, marketing, product, technology, or loyalty leaders with direct responsibility for significant customer-focused transformation and a compelling evidence-based story.

Required Achievements:

Leading measurable customer experience or loyalty transformation, Holding C-suite or senior executive responsibility at a recognized company, Developing distinctive operating models, products, or customer strategies, Building or scaling a notable company or customer-focused business

Recent Guest Discussions

Daniel Herrmann - Customer Research, Buyer Decision-making, Relationship Selling, Account Management, And Building A Repeatable Customer-focused Growth Model.

Sam Krause - Member Experience, Financial Product Design, Customer Loyalty, Net Promoter Score, And Serving Consumers Living Paycheck To Paycheck.

Ryan Fuller - Online Review Credibility, Artificial Intelligence, Detecting Unusual Review Patterns, And Assessing Confidence In Consumer-generated Information.

Matt Meeker - Subscription Loyalty, Customer Value, Pricing Commitments, Brand Growth, Retail Expansion, And Balancing Long-term Customer Relationships With Investor Expectations.

Sarah Phelps - Designing High-stakes Customer Experiences, Astronaut Training, Emotional Engagement, Operational Precision, And Creating Lasting Customer Memories.

Recent Topics

Business, Customer Experience, Customer Loyalty, Net Promoter Score, Customer Insights

Episodes

Here's the recent few episodes on

Customer Confidential: Untold Stories of Earned Growth

Ep. 267 | Daniel Herrmann: By the Time You Quote, Have Customers Already Chosen?

September 17, 2026

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 engineering expertise. It understood much less about how customers chose a supplier for a particular order. It would have been easy to miss the gap in understanding. API's revenue grew with healthy margins. Some customers had been buying for decades. But...

Ep. 266 | Sam Krause: "That's Not How Banking Works"—Why Chime Takes Risks Traditional Banks Avoid

September 03, 2026

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 paycheck earn greater loyalty than institutions built around customers with much higher balances? Sam Krause is the Senior Vice President of Operations and Member Experience at Chime. As she explains, Chime is a financial technology company, not a...

Ep. 265 | Ryan Fuller: Can You Trust a Five-Star Review Anymore?

August 20, 2026

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 change his review to five stars. "It was disappointing," he said, "that clearly many people took them up on this offer." On the flip side, the experience explained something that had been bothering him for a while: Places with thousands of positive ...

Publicly listed emails

webmaster@bain.com

Looking for the right person? Join Podseeker to find direct host and producer contacts and manage your podcast outreach.

Get your clients booked on top podcasts

Try us risk free with a FREE 3 days trial.

Start Your Free Trial

Join hundreds of PR teams using Podseeker to pitch and land bookings