A resource for customer experience (CX) and experience management (XM) professionals.
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Episodes tagged “customers”

The Value of Customers, part 2

The Value of Customers, part 2

Released: March 3, 2020 6:00 am

In the second of a two-part series on the value of customers, host Steve Walker discusses with Rob Markey, a partner at Bain and Company and recently published author in the Harvard Business Review, how companies often overlook the compounding value of customers and instead get distracted by looking too much at the present and not planning for the future.

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The Value of Customers, part 1

The Value of Customers, part 1

Released: February 25, 2020 6:00 am

Your customers are why you're in business but are they loyal customers? How do you measure that customer's loyalty and why do companies so often undervalue their customers? Host Steve Walker welcomes guest Rob Markey, an author, speaker, podcaster, and partner at Bain and Company. They discuss Rob's work on helping develop the Net Promoter Score and how it helped simplify the close-the-loop process in customer feedback.

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Keep Your Customers

Keep Your Customers

Released: November 5, 2019 6:02 am

Guest host Pat Gibbons interviews author Ali Cudby about her new book "Keep Your Customers," which discuss how companies can create loyal customers and slow customer turnover.

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