#16: Pt. 2 - Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co.

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 Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter