Bain Partner. Customer and employee loyalty expert. Author. Customer Value. Podcast: https://xitter.cf/t.co/yDVzsodJJE
New York
Joined June 2008
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You only maximize shareholder value by maximizing customer value
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.
s.hbr.org/35oEefQ
Hear the story of T-Mobile's risky and successful turnaround as told by @JonFreier, who humbly minimizes his own important role
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.
Seriously? Does it have an ejector mechanism or something?
#irritants #cxfail #airlines #youvegottobekiddingme
Such humility and honesty from @AndHeckmann. He's a #cx and #CustomerSupport innovator who is driving significant change. You'll love this conversation
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!
netpromotersystem.com/insigh…
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!)
YES!
"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." morganstanley.com/im/publica…
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?
Next week!!
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…lnkd.in/eieq_Za3 lnkd.in/eKvN5zKQ
Data lakes, CDPs and other static customer databases just don't cut it if you want to achieve personalization at scale
In the @NetPromoterSys #Podcast, @rgmarkey and Zack Anderson, chief data and analytics officer at @NatWest_Help, discuss how to leverage data and analytics to develop deeper customer relationships.
Listen now 🎧: atbain.co/3CQFR9O
Hear why @scotiabank decided to "go slow to go fast" in this revealing and honest conversation about their NPS journey and how to earn customer trust
In this episode of our @NetPromoterSys #Podcast, Carolyn Saunders and @rgmarkey discuss how transparency in communication can build relationships and provide an exceptional customer experience.
Listen now 🎧: atbain.co/3v066py
Outstanding conversation about how to think about even the little things while keeping your eye on customer value
Just released! - My interview with @rgmarkey on the #NetPromoter System podcast. In this clip, I explain how the (now widely-cited) Watermark Consulting #CustomerExperience ROI Study was born out of frustration. Full interview at baincompany.libsyn.com/ep-19…
#CX #NPS #CustomerService
I've been pondering how airlines could make boarding as stressful and anxiety-inducing as possible. A few ideas: 1. Have people line up in groups starting with Group 1, then ask like four OTHER groups to elbow past to board before them
9. Send 5 to 10 text messages, push notifications AND automated mobile calls within a few minutes, each alerting passengers to a new departure time that conflicts with the others (some earlier, some later). Make sure SMS arrive out of sequence with the app
