@rgmarkey

Bain Partner. Customer and employee loyalty expert. Author. Customer Value. Podcast: https://xitter.cf/t.co/yDVzsodJJE

 New York
robmarkey.com
Joined June 2008
  • Tweets5.1K
  • Following1.2K
  • Followers3.2K
280Media
You only maximize shareholder value by maximizing customer value
Harvard Business Review
@HarvardBiz21 Dec 2019
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

Are You Undervaluing Your Customers?

Leaders recognize that they should manage their businesses to maximize the value of the customer base. But too often, earnings pressures result in cost-cutting measures that hurt customers. Loyalty...

hbr.org
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Hear the story of T-Mobile's risky and successful turnaround as told by @JonFreier, who humbly minimizes his own important role
Jon Freier
@JonFreier3 Jul 2024
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!

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Rob Markey retweeted
Jon Freier
@JonFreier3 Jul 2024
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!

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Ummmmm.......?
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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.
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Seriously? Does it have an ejector mechanism or something? #irritants #cxfail #airlines #youvegottobekiddingme
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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@AndHeckmann13 Feb 2023
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…
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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!)
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YES!
Tren Griffin
@trengriffin21 Nov 2022
Replying to @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." morganstanley.com/im/publica…
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Who belongs on this list? globalgurus.org/customer-exp…
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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?
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Next week!!
Fred Reichheld@FredReichheld19 Sep 2022
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

#netpromotersystem #netpromoterscore #nps #customerexperience #cx #winningonpurpose #npsx | Fred...

In advance of CX Day 2022, please join Rob Markey 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...

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