Rob Markey on the Three Dimensions of Customer Value Creation (Part 1)
This conversation was originally recorded for my Michigan State students. It was too good not to share.
Rob Markey was a CX leader at Bain long before he and Fred Reichheld introduced Net Promoter to the world. In Part 1, we look at how companies create value for customers.
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Originally aired January 4, 2024 as Episode 65 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
The three dimensions of value Bain uses with clients
Examples of companies that differentiate on value
How value connects to loyalty through the customer lifecycle
Value first
Loyalty follows value. Rob's three dimensions give leaders a practical way to see where they create value for customers and where they fall short.
Related episodes
About the guest
Rob Markey is a leader in Bain & Company's Customer Strategy & Marketing practice and co-author of The Ultimate Question 2.0 with Fred Reichheld.
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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