#66: Rob Markey on Building Consistent Loyalty Through Trust and Emotional Connection, Part 2 of 2

The Delighted Customers Podcast with Mark Slatin

What are some of the most common mistakes that leaders make when it comes to customer loyalty? Join customer and employee loyalty expert, NPS co-inventor, co-author of The Ultimate Question 2.0, and world renown CX thought leader, Rob Markey in Part 2 of our conversation on value, loyalty, and loyalty programs. In this episode: - Common loyalty pitfalls - The impact of broken trust on loyalty - Where Southwest and Delta Airlines misstepped and broke loyalty - Link between rational, experiential, and emotional aspects of customer evaluation - How the three lens we use to assess value work together If you haven't already listened to Part 1, I highly encourage you to do so. Meet Rob Rob Markey is a leader in Bain’s Customer Strategy & Marketing practice. He joined our firm in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries.

Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He has extensive experience with direct marketing, new customer acquisition and cost reduction for clients in the retail banking, credit card and insurance businesses.

Rob leads the NPS Loyalty Forum, a group of approximately 35 senior executives from loyalty-leading companies around the world, such as The Vanguard Group, American Express, JetBlue, Telstra, TD Bank, LEGO, Progressive Insurance, PwC and Intuit. He has published numerous articles on various aspects of customer experience and loyalty in publications such as the Harvard Business Review. He is the co-author of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, by Harvard Business Review Press, a New York Times and Wall Street Journal bestseller. Rob is also the host of The Customer Confidential Podcast.

He formerly served as head of the firm’s Customer Strategy & Marketing practice.

Prior to joining Bain, he developed competitive strategy, led business development and served in product marketing for LEXIS/NEXIS and the IBM Corporation.

Rob earned an MBA from the Harvard Business School. He is a graduate of Brown University, where he received a Bachelor of Arts degree in economics.

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