May 12, 2022 - In this episode, Barbara Higgins, former chief customer officer of Duke Energy, and Rob Markey discuss what customer loyalty in the utility industry looks like as well as Barbara's strategies and techniques to cultivate lasting trust. We'd love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you'd like to learn more about Barbara Higgins, you can find her on LinkedIn.

Apr 28, 2022 - In this episode, Dr. Jason Guardino of The Permanente Medical Group and Rob Markey discuss how healthcare organizations like Jason’s are helping physicians and care facilities create meaningful and valuable patient experiences that promote better care outcomes.

Apr 7, 2022 - In the workplace, biased language and treatment can often slip by without consequence, leaving those discriminated against feeling powerless or unheard. But Just Work cofounders Trier Bryant and Kim Scott believe an important part of their work is educating leaders so they develop the self-awareness to become bias disruptors.

Mar 31, 2022 - Bias. We all have it. We form quick assessments of someone’s character of their appearance alone, for instance. But those quick assessments can undermine customer and workplace relationships. What if we could unlearn our biases and create a more inclusive environment for both employees and customers?

Mar 10, 2022 - Since its somewhat humble beginnings mailing DVDs back-and-forth with customers in red envelopes, Netflix has evolved into an iconic digital insurgent known not only for its seamless entertainment experience, but also for its award-winning studio and production output. In this episode, Todd Yellin, vice president of product at Netflix, shares his perspective on Netflix’s approach to personalization.

Feb 10, 2022 - It seems obvious: When customers feel loved and appreciated by a company, they stay longer, buy more, and enthusiastically return. But how do you get boards and shareholders to abandon quick profits and invest in the long-term goal of customer satisfaction? In this episode, Fred Reichheld discusses Big NPS and its transformative impact on business and customer relationships.

Jan 27, 2022 - “Love” isn’t a word you often hear in business. But in his new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, Fred Reichheld, a Bain fellow and creator of the Net Promoter system of management, makes it clear: Loving your customers is the key to continued success. In this episode, Fred Reichheld discusses how companies must transform their business practices to put customer love at the center of their operations.

Jan 13, 2022 - It’s trendy right now for leadership teams to craft lofty statements of purpose. But Darci Darnell, a Bain partner and coauthor of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, says the organizations that succeed in inspiring their teams with the company’s sense of purpose don’t just craft these mission statements, they help employees understand their role in these missions. Listen as Darci Darnell discusses how purposeful autonomy creates engaged employees who deliver better customer experiences.

Dec 16, 2021 - Despite the pressing challenge of digital native insurgents, incumbent companies have struggled to shift to a customer-centric strategy, fearing shrinking shareholder returns and being weighed down by operational hurdles. However, Maureen Burns, a Bain Partner and coauthor of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, says there is no tradeoff between doing well for shareholders while still delivering for customers. In this episode, Maureen Burns discusses how companies can embrace customer-centric culture to achieve both customer love and financial success.

Dec 2, 2021 - A central theme in Fred Reichheld's new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, is purpose. For Fred, a well-defined company purpose is the engine that drives success.

Nov 11, 2021 - After the murder of George Floyd in May 2020, USAA took a public stance on racial justice. But Tony Wells, USAA's chief brand officer at the time, says the organization's conversation began privately. Given the company's history of strong internal communication and employees' deep sense of mission,

Nov 4, 2021 - It's tempting to attribute USAA's success to its special expertise in serving military personnel. But Tony Wells, USAA's former chief brand officer, says it comes down to empathy for the unique challenges members face. In this episode, Tony shares how USAA lives its mission every day, how the company quickly adapted to support employees and customers in the wake of the Covid-19 pandemic, and how it continues to prepare for disruption.

Mar 4, 2021 Few people are loyal to a body shop. Instead, people find them, literally, by accident: after a fender bender, most customers select a shop from their insurer's direct repair program. But when Steve Grimshaw, executive chairman of Caliber Collision, first took over as CEO of the body shop company in 2009, he realized that with repair experiences often driving insurer policy renewals and most body shop business coming from insurer referrals, customer satisfaction matters a lot. We'd love to hear from you.

Sep 24, 2020 Lori Cobb found her passion in a leadership role at Cummins Inc. that included responsibility for customer experience and insights: "I love solving problems, and I particularly enjoy solving customer problems," she says. "And customers were hungry to have somebody just listen to what their needs are." Today, she's CEO of Mockingbird Ventures and a principal of AIM Advisory Services. In this episode, she shares some of the lessons she learned on her journey into customer centricity. We'd love to hear from you.

Aug 6, 2020 Darrell Rigby believes passionately that Agile is the future. "I do believe that this is the way that companies will be run going forward." His biggest fear, though, is that "there's a lot of Agile that's being done wrong. If we don't fix that, then Agile is likely to turn into the next management fad." Coauthor of a new book, Doing Agile Right, Darrell leads Bain & Company's Agile practice. He joined me to discuss how, when done right, Agile creates a culture obsessed with customer satisfaction.

Jun 25, 2020 Mark Robinson, president of UPS Capital, the financial services subsidiary of UPS, joins me to discuss how the adoption of the Net Promoter System at UPS Capital was turbocharged by Agile ways of working and how Agile teams were able to radically speed up needed fixes to the customer experience that frontline employee identified in their huddles. We'd love to hear from you.

Jun 11, 2020 Some customer metrics are so good at predicting customer behavior and the value of a company's customer base, says the Wharton School's Peter Fader, that "any sensible investor should be demanding these kinds of metrics. And of course, any sensible executive should be obsessed over these kinds of metrics internally." In this, the second podcast in our two-part discussion, we talk about how executives can use these same metrics to change the way they look at customer investments.