Rob Markey on Lessons from Teaching CX at Harvard
I kicked off season 3 with Rob Markey, on his third visit to the show.
Rob is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and Company. We explored his journey and how he teaches customer experience management.
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Originally aired January 2, 2025 as Episode 117 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Service business design: building a value proposition around customer needs
Customer management systems and employee management systems
Learning and adapting from customer feedback
The untapped potential in responding to customer praise
Insights from Rob's classroom
Respond to praise, too
Most companies focus on complaints. Rob points out how much opportunity sits in how we respond when customers say something good.
Related episodes
About the guest
Rob Markey is a Senior Lecturer at Harvard Business School and an Advisory Partner at Bain and Company, and a co-inventor of the Net Promoter System.
If this conversation was useful, you'll find more like it in The Trusted Guide Newsletter: practical insights on trust, influence, and leading change.
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