Rob Markey

5.1K posts

Rob Markey

@rgmarkey

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

New York Beigetreten Haziran 2008

1.2K Folgt3.2K Follower

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Rob Markey@rgmarkey·22 Ara

You only maximize shareholder value by maximizing customer value

Harvard Business Review@HarvardBiz

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

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Rob Markey@rgmarkey·3 Tem

Hear the story of T-Mobile's risky and successful turnaround as told by @JonFreier, who humbly minimizes his own important role

Jon Freier@JonFreier

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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Jon Freier@JonFreier·3 Tem

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Rob Markey@rgmarkey·14 Oca

@tferriss Super-surprised you didn't mention "Never Split the Difference" by Chris Voss

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Tim Ferriss@tferriss·14 Oca

This is the one negotiating book that really opened my eyes and gave me practical tools I could use immediately. If you’re hungry for more, William Ury’s Getting Past No and G. Richard Shell’s Bargaining for Advantage: Negotiation Strategies for Reasonable People are outstanding.

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Rob Markey@rgmarkey·14 Oca

@StateEpidemi @WasatchSnow Eh. Cables are overrated. 🤣

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Ski Dad Pro@StateEpidemi·11 Oca

@WasatchSnow I asked AI what it thoughat Park City resort would look on MLK weekend with heavy snow. Not going to lie - empty hchairs would be great. Though I prefer my chairs attached to the cables…

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Utah Daily Snow@WasatchSnow·11 Oca

I really want to know what AI thought the story behind this was. I’m guessing a truck that got stuck years ago and they just decided it was easier to turn it into a house….?

Utah Daily Snow@WasatchSnow

When I asked AI to generate a visual approximation of what the canyons will look like this weekend...

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Rob Markey@rgmarkey·12 Oca

Ummmmm.......?

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Rob Markey@rgmarkey·12 Oca

@campbellhomes Your sample size must be in the 10s of thousands if you report statistically significant results to 2 decimal places! Wow. I'd love to see your research design. Also, that's an unbelievably high score. Truly unbelievable!

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Campbell Homes@campbellhomes·11 Oca

🌟Exciting News! 🌟 Our 2023 Net Promoter Score is an incredible 91.67, far exceeding the homebuilding industry benchmark of 31.1. We're setting a new standard for excellence! Thanks to our amazing customers for your trust and loyalty! 🙌 #netpromoterscore #worldclass

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Rob Markey@rgmarkey·9 Ağu

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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Rob Markey@rgmarkey·13 Nis

@SwitchCost @faderp @d_mccar @mjmauboussin ...at their own peril

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Hidden Monopolies@HiddenMonopoly·12 Nis

Investors often forget this simple fact. @faderp @d_mccar @mjmauboussin @rgmarkey

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Rob Markey@rgmarkey·30 Mar

Seriously? Does it have an ejector mechanism or something? #irritants #cxfail #airlines #youvegottobekiddingme

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Rob Markey@rgmarkey·24 Mar

@timjhaddock @ScottRechler @DavidSacks You sure rent payments will continue for most of the commercial real estate?

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Tim Haddock@timjhaddock·24 Mar

@ScottRechler @DavidSacks Not sure I'm seeing this as necessarily a problem for banks? While the equity in these properties will go away, so long as the rent payments continue, the banks will inherit good cash flows post foreclosure.

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Scott Rechler@ScottRechler·22 Mar

There is $1.5T in commercial real estate debt maturing in the next 3 years. The bulk of this debt was financed when base interest rates were near zero. This debt needs to be refinanced in an environment where rates are higher, values are lower, & in a market with less liquidity.

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Rob Markey@rgmarkey·14 Şub

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@AndHeckmann

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/insights/how-a…

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Rob Markey@rgmarkey·3 Şub

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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Rob Markey@rgmarkey·13 Ara

YES!

Tren Griffin@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/publication…

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Rob Markey@rgmarkey·11 Kas

Who belongs on this list? globalgurus.org/customer-exper…

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Rob Markey@rgmarkey·11 Kas

@lessin “Bless your heart”

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sam lessin 🏴‍☠️@lessin·10 Kas

What is the proper Nov 2022 rejoinder to "have fun staying poor" (what obnoxious crypto people liked to say on twitter to people during last bull run). I have been trying all day to come up with it but I can't quite nail it / there has to be something good...

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Rob Markey@rgmarkey·5 Kas

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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Rob Markey@rgmarkey·6 Eki

@faderp You earned it. It should be required reading for any business leader in a company that has customers. 😉

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Peter Fader@faderp·6 Eki

Thanks @rgmarkey for the high praise about my new book!

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Rob Markey@rgmarkey·27 Eyl

Next week!!

Fred Reichheld@FredReichheld

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

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Rob Markey@rgmarkey·16 Eyl

@lessin Is the profit contribution the only value Patagonia creates for the environment? Or does YC also believe in environmentally sustainable supply chain practices, which are (potentially) an additional source of value? Aren't there externalities in play here beyond just cash flow?

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sam lessin 🏴‍☠️@lessin·15 Eyl

Some Math Questions for Yvon Chouinard, the Founder of Patagonia re Giving Away The Company …

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Rob Markey@rgmarkey·13 Eyl

@Trace_Urdan @kimmytaylor @m2jr Pretty sure it's not. The buildings around it don't look like Yerba Buena or the W or Moscone - none of the right surroundings

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Entdecken

@JonFreier @TMobile @tferriss @StateEpidemi @WasatchSnow @campbellhomes @faderp @mjmauboussin