Shep Hyken interviews Rob Markey, a leader of Customer Strategy and Marketing at Bain & Company. They discuss four strategies companies can use to achieve consistent and sustained growth in customer value, NPS (Net Promoter Score), customer feedback and company culture.
“The most important objective for a business should be to grow the value of its customer base.”
“Create a shared vision and then free people to pursue that vision. Create an environment where they have a voice and have the ability to shape the way they deliver for customers.”
“Rearrange your organization’s politics so they’re aligned with customer outcomes instead of internal objectives.”
Rob Markey is a partner at Bain & Company and a leader in its Customer Strategy and Marketing practice. He also leads the NPS Loyalty Forum and co-authored The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions … and more:
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