Rob Markey

Bain Partner. Customer and employee loyalty expert. Author. Customer Value. Podcast:

[Rob Markey @rgmarkey]

You only maximize shareholder value by maximizing customer value

[Harvard Business Review @HarvardBiz]

How to build customer value:
1. Develop robust customer-value management processes and tools.
2. Combine design thinking with loyalty-earning technologies.
3. Organize around customer needs.
4. Make loyalty among all stakeholders a priority.
https://t.co/pycehczbas

[Rob Markey @rgmarkey]

Hear the story of T-Mobile's risky and successful turnaround as told by @JonFreier, who humbly minimizes his own important role

[Jon Freier @JonFreier]

Years ago, after seeing a broken system "The Carriers" had created for customers, @TMobile decided to call ourselves "The Un-carrier" and force the wireless industry to change. Had a chance to share that story in a great chat with @rgmarkey on the Customer Confidential podcast!

[Jon Freier @JonFreier]

Years ago, after seeing a broken system "The Carriers" had created for customers, @TMobile decided to call ourselves "The Un-carrier" and force the wireless industry to change. Had a chance to share that story in a great chat with @rgmarkey on the Customer Confidential podcast!

[Rob Markey @rgmarkey]

@tferriss Super-surprised you didn't mention "Never Split the Difference" by Chris Voss

[Rob Markey @rgmarkey]

@StateEpidemi @WasatchSnow Eh. Cables are overrated. 🤣

[Rob Markey @rgmarkey]

Ummmmm.......?

[Rob Markey @rgmarkey]

@campbellhomes Your sample size must be in the 10s of thousands if you report statistically significant results to 2 decimal places! Wow. I'd love to see your research design.

Also, that's an unbelievably high score. Truly unbelievable!

[Rob Markey @rgmarkey]

Rewards = Loyalty?

While rewards schemes offer transactional incentives for repeat business (and there’s merit in rewarding loyal customers), it’s crucial we define terms accurately. Labeling rewards as loyalty risks muddling the genuine essence of trust-based loyalty.

[Rob Markey @rgmarkey]

@SwitchCost @faderp @d_mccar @mjmauboussin ...at their own peril

[Rob Markey @rgmarkey]

Seriously? Does it have an ejector mechanism or something?
#irritants #cxfail #airlines #youvegottobekiddingme

[Rob Markey @rgmarkey]

@timjhaddock @ScottRechler @DavidSacks You sure rent payments will continue for most of the commercial real estate?

[Rob Markey @rgmarkey]

Such humility and honesty from @AndHeckmann. He's a #cx and #CustomerSupport innovator who is driving significant change. You'll love this conversation

[Andreas Heckmann @AndHeckmann]

Had the honor of being invited to @BainAlerts
"The Net Promoter System Podcast". Pure pleasure talking to @rgmarkey - #1 expert NPS / CX / customer loyalty. Go check out this episode - and his previous ones. ENJOY!

https://t.co/92EChkDJNu

[Rob Markey @rgmarkey]

You know something nice about ChatGPT? You can ask for advice on insanely silly things and get a response without judgment. The machine doesn't care.

(Of course, the advice isn’t always all that great. But, hey, can’t have everything!)

[Rob Markey @rgmarkey]

YES!

[Tren Griffin @trengriffin]

"CLV equals the present value of the cash flows that a customer generates while they are engaged with the firm minus the cost to acquire the customer. The present value of cash flows, in turn, is a function of sales, costs, and customer longevity." https://t.co/JBsRHolce8

[Rob Markey @rgmarkey]

Who belongs on this list? https://t.co/ebpS4vB6rS

[Rob Markey @rgmarkey]

@lessin “Bless your heart”

[Rob Markey @rgmarkey]

Frequent flyer rant: Do airlines really not know when planes are going to arrive at gates? I mean, how can it be that there's so rarely an agent available to connect the jetway? After I've flown for 11.5 hours, how do you think it feels to wait another 45 minutes to deplane?

[Rob Markey @rgmarkey]

@faderp You earned it. It should be required reading for any business leader in a company that has customers. 😉

[Rob Markey @rgmarkey]

Next week!!

[Fred Reichheld @FredReichheld]

In advance of CX Day 2022, please join @rgmarkey and me as NPSx℠ hosts a special live recording of the Net Promoter System Podcast on September 30th (11am-12pm ET; 8-9am PT).

During the podcast recording, Rob and I will reflect…https://t.co/xF8NXwsXXh https://t.co/NE0HGAnTNC

[Rob Markey @rgmarkey]

@lessin Is the profit contribution the only value Patagonia creates for the environment? Or does YC also believe in environmentally sustainable supply chain practices, which are (potentially) an additional source of value? Aren't there externalities in play here beyond just cash flow?

[Rob Markey @rgmarkey]

@Trace_Urdan @kimmytaylor @m2jr Pretty sure it's not. The buildings around it don't look like Yerba Buena or the W or Moscone - none of the right surroundings