Part 2 of 2 Predictive NPS - How Loyalty Measurement is Changing with Rob Markey A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0. In Part 2 (this episode): We discuss: Rob’s definition of customer experience The impact of digital transformation on CX Why and how NPS will still play a role despite the emergence of technology The evolution of NPS in a digital world Is it moral and ethical to treat every customer the same? (hint - his answer may surprise you!) Rob Markey Bio -Has led dozens of successful customer-centric transformations at large, global companies​ -Creator of Bain’s approach to customer-centricity​ -Introduced Earned Growth through Customer Value Management in “Are You Undervaluing Your Customers,” Harvard Business Review, Jan-Feb 2020​ -Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain’s NPS Loyalty Forum​ -Founder of Bain’s Customer Strategy and Marketing practice​ -30+ years at Bain​ -MBA, Harvard; BA, Brown​ -Ran 7 marathons and aspires to complete all the world majors by 2024 -And by the way, happens to host his own podcast, The Net Promoter System Podcast

Rob Markey on the Delighted Customers Podcast Part 1 of 2 What would you expect from one of the top CX thought leaders in the world? A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts! Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0. In Part 1 (this episode): We discuss: Loyalty levers to pull in a down economy How loyalty leaders can excel in a recession Why Rob initially rejected a single question to measure customer loyalty? This misinterpretation of Net Promoter Score Why that one question was selected as the right question to measure customer loyalty Rob Markey Bio Has led dozens of successful customer-centric transformations at large, global companies​ Creator of Bain’s approach to customer-centricity​ Introduced Earned Growth through Customer Value Management in “Are You Undervaluing Your Customers,” Harvard Business Review, Jan-Feb 2020​ Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain’s NPS Loyalty Forum​ Founder of Bain’s Customer Strategy and Marketing practice​ 30+ years at Bain​ MBA, Harvard; BA, Brown​ Ran 7 marathons and aspires to complete all the world majors by 2024 And by the way, happens to host his own podcast, The Net Promoter System Podcast

I caught up with Brittany Knox at MSU’s CXM 360 Conference. Brittany is a graduate student in MSU’s Masters of Science in Customer Experience Management. She’s also a Project Consultant at BCBS of Michigan. In this episode, she shares: The benefits of walking in the shoes of the employee who is serving BCBS members The importance of looking at customer pain points holistically to determine root causes Why she was led to background enroll in the MSU CXM program although she was a researcher at Johns Hopkins Brittany Knox Brittany Knox is a Michigan State University graduate student in the inaugural cohort for the Customer Experience Management program; however, she is not a novice in the CX field. For the past six years, she has been obsessed with the customers of Blue Cross Blue Shield of Michigan. As a consultant, her primary focus is tracking and reporting key initiatives that make a significant impact on the customer experience. Prior to that, she coordinated research studies in asthma, ovarian cancer, and autism. Brittany is passionate about helping minority owned businesses deliver on their brand’s promise. Through CX, she’s able to tap into her superpower -- connecting with the customer through empathy and building an employee culture that supports the company’s customer experience goals.

The Role of Perception and Expectations in Customer Experience This episode is definitely different! Gary David, PhD, is a professor of sociology and a conversational analyst. On this episode: What his dissertation research at an immigrant-owned liquor store in downtown Detroit taught him about making emotional connections despite contentious social constructs We take a look at the role expectations play in the customer experience and how those expectations are not just formed by a customer’s experience with your brand. We look at “the collective,” how our experience gets shaped differently when we experience things with others. We consider Gartner’s definition of customer experience that underscores the importance perceptions and feelings play in CX. Gary has a slightly different spin on that. A fascinating episode that will definitely provide some new learnings. Gary David Bio Gary David is a Professor of Sociology and Experience Design at Bentley University. He also is a professional speaker and consultant focusing on creating workplace communities and connected environments, DEI & Belonging, and experience design and alignment. He is co-host of Experience by Design podcast, where he and co-host Adam Gamwell “explore experience designs of all kinds.” He also livestreams on Twitch as “ProfessorEXP”, where he leads discussions on current events, culture, business, digital entertainment, and design. https://www.experiencexdesign.com/episodes

Carla Higgins has made a career in the banking industry and held many positions. She knows banking from the inside out. Today we talk about the evolution of banking and how Covid accelerated the rollout of ITM’s and how they may be a cost effective alternative to the traditional brick and mortar model. She breaks down the Interactive Teller Machines: What problem do they solve? How can they improve the customer experience? How can they reduce operating costs? What resistance did she experience? And the question burning in everyone’s mind - is there actually a bank branch in Punxsutawney, PA or is that just a rumor some groundhog made up? Carla Higgins Ms. Higgins joined ERIEBANK as a Community Office Assistant Manager in July 2006 and has since held positions as Community Office Manager, AVP/Regional Administrator and AVP/Commercial Lender prior to accepting the newly created position of CNB AVP/Quality Assurance Manager, for all divisions of CNB Bank, in September 2017. She was promoted to VP/CX-Quality Assurance Manager in June 2018, and SVP/Multi-Experience in October of 2021. As SVP/Multi-Experience, Ms. Higgins oversees bank-wide strategic initiatives based on client and employee experiences. In addition, her early Client Experience accomplishments include the establishment of Multi-Experience Customer Service Center and service metrics, implementation of call recording, bank-wide phone conversion, live chat enhancements, ITM (Interactive Teller Machine) integration, implementation, deployment and adoption strategies, and ongoing ITM initiatives. Raised in Erie, PA, Ms. Higgins is a graduate of Mercyhurst Preparatory School, earned her B.S. in Business Administration with a focus in Marketing from Edinboro University, and her M.B.A from Gannon University. She is also a 2017 graduate of CNB Financial Corporation’s Leadership Institute. She volunteers her time serving the Erie community on the Board of Directors as Chair for VisitErie, Board of Trustees Secretary for Mercyhurst Preparatory School, and a School of Business Advisor for Edinboro University. Connect on LinkedIn: https://www.linkedin.com/in/carla-higgins-301261195/

Today I talked to Bruce Temkin, speaker, thought leader, and a customer experience legend. Bruce co-founded the Customer Experience Professionals Association in 2011 and currently serves as the Head of the XM Institute. Bruce shared his thoughts on some important topics that can help empower your customer experience efforts: - Bruce’s transition from submarine engineer to CRM researcher at Forrester and the early days of the customer experience movement. - A true story of Bruce enlightening two Australian retail executives on why CX is a must despite their current success. - The ROI of CX explained philosophically and pragrmatically - Common pitfalls of CX leaders - Demystifying this relatively new term: Human Experience Bruce Temkin Bruce Temkin is an Experience Management (XM) visionary and is often referred to as the “Godfather of Customer Experience.” He leads the Qualtrics XM Institute, which provides thought leadership and training to help organizations around the world master XM and is also building a global community of XM professionals who are radically changing the human experience. Prior to Qualtrics, Bruce led Temkin Group, which provided research, advisory, and training that helped many of the world’s leading brands build customer loyalty by engaging the hearts and minds of their customers, employees, and partners. He is also the co-founder and Chairman Emeritus of the Customer Experience Professionals Association. Prior to Temkin Group, Bruce spent 12 years with Forrester Research during which time he led the company's B2B, financial services, eBusiness, and customer experience practices and was the most-read analyst for 13 consecutive quarters. Bruce has a mechanical engineering degree from Union College and a master’s in management from the MIT Sloan School of Management. Qualtics XM Institute https://www.xminstitute.com/team/bruce-temkin/

Risa Lovell, Director of Property and Casualty Customer Service at Farm Bureau Insurance joins us from the MSU Hotel and Conference Center at the first in-person episode of The Delighted Customers Podcast. Risa shares some helpful insights: How Farm Bureau Insurance lives their mission to give back to the community How she broke down silos and looked through the customers lens to improve CX in the contact center Why she chose to pursue her Masters of Science in Customer Experience Management at MSU Risa Lovell Risa Lovell is a servant leader driven by her passion for the employee and customer experience. She is currently the Director of Property and Casualty Customer Service for Farm Bureau Insurance of Michigan. She is a graduate student in the inaugural Customer Experience Management Master’s Degree program at Michigan State University. Her goal is to create a frictionless and sincere customer experience while adding value and purpose for the employee. In her personal time Risa enjoys camping with her family, cooking, baking, playing guitar and watersports. You can reach her on LinkedIn: https://www.linkedin.com/in/risa-lovell-1962b350/ Thanks for listening to the Delighted Customers Podcast

This episode is part 2 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it’s customers. At some companies, it’s already starting to happen. He challenges leaders who spend countless hours looking at traditional financial statements without understanding the health of their customer base. In this episode we will break down The Customer Base audit with real world examples from his book and from my experience as a CX practitioner and other practical applications. I hope you will keep an open mind as we dive into some groundbreaking concepts that could change the way organizations think about their business. Peter Fader's Bio Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at The Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as telecommunications, financial services, gaming/entertainment, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products. Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains. In addition to his various roles and responsibilities at Wharton, Professor Fader co-founded a predictive analytics firm (Zodiac) in 2015, which was sold to Nike in 2018. He then co-founded (and continues to run) Theta to commercialize his more recent work on “customer-based corporate valuation.” Fader is the author of “Customer Centricity: Focus on the Right Customers for Strategic Advantage” (2020) and co-authored “The Customer Centricity Playbook” with Sarah Toms (2018). A third book, “The Customer-Base Audit,” will be published in Fall 2022. He has won many awards for his research and teaching accomplishments. Among these achievements, he was named by Advertising Age as one of its inaugural “25 Marketing Technology Trailblazers” in 2017, and was the only academic on the list. The Customer-Base Audit The First Step on the Journey to Customer Centricity Peter Fader, Bruce Hardie, and Michael Ross As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base. To order the book: https://www.amazon.com/Customer-Base-Audit-Journey-Customer-Centricity/dp/1613631618 Contact me if: - You have feedback you'd like to share about the podcast - You would like to be a guest on the show - You would like to book me on your show Email me at [email protected]

This episode is part 1 of a 2 part series featuring a very special guest, Professor of Marketing from the Wharton School of Business, at the University of Pennsylvania, Dr. Peter Fader. We will talk about how his new book may revolutionize the way Wall Street looks at what a company is actually worth based not on traditional financial metrics alone but the overall health of it’s customers. At some companies, it’s already starting to happen. He challenges leaders who spend countless hours looking at traditional financial statements without understanding the health of their customer base. In this episode we will break down The Customer Base audit with real world examples from his book and from my experience as a CX practitioner and other practical applications. I hope you will keep an open mind as we dive into some groundbreaking concepts that could change the way organizations think about their business. Peter Fader's Bio Peter Fader is the Frances and Pei-Yuan Chia Professor of Marketing at The Wharton School of the University of Pennsylvania. His expertise centers around the analysis of behavioral data to understand and forecast customer shopping/purchasing activities. He works with firms from a wide range of industries, such as telecommunications, financial services, gaming/entertainment, retailing, and pharmaceuticals. Managerial applications focus on topics such as customer relationship management, lifetime value of the customer, and sales forecasting for new products. Much of his research highlights the consistent (but often surprising) behavioral patterns that exist across these industries and other seemingly different domains. In addition to his various roles and responsibilities at Wharton, Professor Fader co-founded a predictive analytics firm (Zodiac) in 2015, which was sold to Nike in 2018. He then co-founded (and continues to run) Theta to commercialize his more recent work on “customer-based corporate valuation.” Fader is the author of “Customer Centricity: Focus on the Right Customers for Strategic Advantage” (2020) and co-authored “The Customer Centricity Playbook” with Sarah Toms (2018). A third book, “The Customer-Base Audit,” will be published in Fall 2022. He has won many awards for his research and teaching accomplishments. Among these achievements, he was named by Advertising Age as one of its inaugural “25 Marketing Technology Trailblazers” in 2017, and was the only academic on the list. The Customer-Base Audit The First Step on the Journey to Customer Centricity Peter Fader, Bruce Hardie, and Michael Ross As a leader in your organization, you will be very familiar with your organization’s key financial statements and monthly management reports. You may have spent countless hours discussing budgets and expenditures. But how much time have you spent reflecting on the fact that these revenues are generated by actual customers—the people who pull out their wallets and pay for your products and services? In The Customer-Base Audit: The First Step on the Journey to Customer Centricity, experts Peter Fader, Bruce Hardie, and Michael Ross start you on the path toward really getting to understand your customers’ buying behavior as well as the health of your overall customer base. To order the book: https://www.amazon.com/Customer-Base-Audit-Journey-Customer-Centricity/dp/1613631618 Contact me if: - You have feedback you'd like to share about the podcast - You would like to be a guest on the show - You would like to book me on your show Email me at [email protected]

Delivering Happiness 2.0 - Behind the Scenes Look at Zappos with Head of Customer Research, Alex Genov In 2009, Amazon bought a start up shoe company that broke the mold by selling entirely over the internet . It differentiated solely on customer service. The legendary stories of their obsession with #DeliveringHappiness (CEO Tony Hsieh's bestseller) shifted paradigms. Amazon paid for $2.1billion for Zappos. Zappos is very much thriving today and poised for the next stage of its adventure. Join us for a fascinating peek into the world of innovation and "meaningful culture" in this episode with speaker, author, PhD, and wicked smart... Alex Genov, Head of Customer Experience Research, as he shares: - Reflections of working with the legendary CEO, the late Tony Hsieh .- Developing a culture of meaning. -Zappos' scrappy beginnings and how that translated to results down the road - The shift that's Zappos is undergoing right now from customer. service excellence to customer experience excellence - Zappos adaptive, which underscores Zappos is commitment to diversity and inclusion. - His new book called, Forget the Customer, See the Person. All that and a sneak preview into a little standup comedy from Alex, which should be a lot of fun. : ) Bio Alex Genov, Head of Customer Experience Research, Zappos.com Alex is an experienced customer research professional who applies his Experimental Social Psychology background and his passion for research, design, and innovation to solving important customer and business problems. His professional goal is to help teams create remarkable products and services which make people's lives easier and more enjoyable. Currently Alex is leading Customer Research for the Zappos Family of Companies. In previous positions, he was responsible for research and usability of the products and services for companies like TurboTax (Intuit), State Farm Insurance, and the Active Network. Alex has a PhD in Experimental Social Psychology and over 25 years of relevant experience – 5 years of academic research and over 20 years of customer research in the software industry. Alex’s areas of expertise include: defining and measuring emotions, the psychology of individual differences, usability, market research and consumer segmentation, customer experience research and strategy. Here's a link to his new book: Forget the Customer, See the Person: A business guide to deeper customer empathy in uncertain times and beyond https://www.amazon.com/Forget-Customer-See-Person-uncertain/dp/B0B14MBQRZ Contact me if: - You have feedback you'd like to share about the podcast - You would like to be a guest on the show - You would like to book me on your show Email me at [email protected]