Ep. 186: Hint Water's Kara Goldin | Plumbing a Sweet Spot in the Market
Former tech executive Kara Goldin, author of the new book “Undaunted: Overcoming Doubts And Doubters,” shares the story behind Hint Water: How her quest to find an alternative to diet soda led to the...
View ArticleEp. 185: NatWest Group's Paul Smith | Recovering the Spirit of...
The Royal Bank of Scotland (RBS), now part of NatWest Group, is older than some of the world’s countries. For much of that time, the very essence of the bank was to put its customers first. But in more...
View ArticleEp. 184: Caliber Collision's Steve Grimshaw | Restoring Customers to the...
Few people are loyal to a body shop. Instead, people find them, literally, by accident: after a fender bender, most customers select a shop from their insurer’s direct repair program. But when Steve...
View ArticleEp. 183: Lori Cobb | Give Customers a Voice in Powering Your Company’s...
Lori Cobb found her passion in a leadership role at Cummins Inc. that included responsibility for customer experience and insights: “I love solving problems, and I particularly enjoy solving customer...
View ArticleEp. 182: Darrell Rigby | Agile Is Not Just a Method, It’s a Mindset
Darrell Rigby believes passionately that Agile is the future. “I do believe that this is the way that companies will be run going forward." His biggest fear, though, is that "there’s a lot of Agile...
View ArticleEp. 181: UPS Capital's Mark Robinson | How Agile Turns Customer Feedback into...
Mark Robinson, president of UPS Capital, the financial services subsidiary of UPS, joins me to discuss how the adoption of the Net Promoter System at UPS Capital was turbocharged by Agile ways of...
View ArticleEp. 180: Wharton's Peter Fader | The Right Actions and Metrics to Grow...
Some customer metrics are so good at predicting customer behavior and the value of a company’s customer base, says the Wharton School’s Peter Fader, that “any sensible investor should be demanding...
View ArticleEp. 179: Wharton's Peter Fader: The Nature and Value of Loyalty
As a professor of marketing at Wharton, Peter Fader has focused most of his career on analyzing data to predict how customers will behave. He is also cofounder of Theta Equity Partners, which offers...
View ArticleEp. 178: Luiza Mattos | Covid-19: The View from Brazil
To provide perspective on the impact of Covid-19 in South America, Rob talks with Luiza Mattos, a Bain & Company partner based in São Paulo, Brazil. Luiza is one of Bain's customer experience, Net...
View ArticleEp. 177: General Stanley McChrystal | Leadership in a Crisis Is about...
Stanley McChrystal, CEO of McChrystal Group, knows how to lead a dispersed team in a crisis. A retired four-star general, he commanded US and International Security Assistance Forces in Afghanistan and...
View ArticleEp. 176: Maureen Burns | What Do You Want to Stand For with Customers and...
Whether we’ve been deeply, personally affected by this pandemic or are simply trying to get ourselves and our loved ones through it, we’re all sharing a version of the same experience. For customer...
View ArticleEp. 175: Roger Martin | Want to Increase Shareholder Value? Focus on...
A decade ago, when Roger Martin was dean of the Rotman School of Management at the University of Toronto, he called for a shift away from the business world’s focus on maximizing shareholder value to a...
View ArticleEp. 174: Theta Equity’s Dan McCarthy | Investors Need to Know: What’s Your...
In the second part of our conversation about customer-based corporate valuation, Dan McCarthy of Emory University’s Goizueta Business School and cofounder of Theta Equity Partners explains how...
View ArticleEp. 173: Theta Equity’s Dan McCarthy | Now There’s a Way to Link Customer...
Dan McCarthy spends his time figuring out what loyalty is worth to shareholders, and how to measure it. As cofounder of Theta Equity Partners and assistant professor of marketing at Emory University’s...
View ArticleEp. 172: UniCredit's Francesco Vercesi | With Agile, Customer Experience...
How does a banking group operating in multiple countries accelerate improvements in customer experience, particularly digital improvements, while still meeting the unique needs of individual countries?...
View ArticleEp. 171: Gillian Tett of the Financial Times | Stop Busting Silos; Instead,...
Silos are deeply rooted in human nature. We should stop complaining about them and instead ask: How can we harness the tribal behavior that generates silos to create value for customers? To learn more,...
View ArticleEp. 170: Airbnb’s Raj Sivasubramanian | Will Customers Really Leave Feedback...
In this podcast, Raj Sivasubramanian, customer experience insights manager at Airbnb, explains how Airbnb is experimenting with a system that makes it easy for customers to provide video feedback. I...
View ArticleEp. 169: Kim Scott | Radical Candor: Don't Be a Jerk
Kim Scott's book, Radical Candor, focuses on the role that feedback plays in helping other people succeed and the idea that delivering tough messages to colleagues is important when done right. But,...
View ArticleEp. 168: American Express's Luis Angel-Lalanne | Uncovering Customer Insights...
Luis Angel-Lalanne, vice president of customer listening for American Express, explains how his team goes beyond the mechanics of simply providing Net Promoter scores and the drivers behind them. At...
View ArticleEp. 167: Sandy Rogers | Figuring Out How to Measure Customer Experience
Sandy Rogers's efforts to measure customer experience at Enterprise Rent-A-Car were part of the inspiration for the design of the Net Promoter system. Today, Sandy is the global practice leader for...
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