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Customer Confidential: Untold Stories of Earned Growth

Rob Markey, Bain & Company partner and customer experience expert

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The Customer Confidential Podcast unlocks a world of unparalleled customer and employee loyalty insights. Host Rob Markey, a Net Promoter System pioneer, uses his deep expertise and empathetic approach to challenge conventional wisdom, peel back layers of typical advice, and expose the real stories of industry transformation. Take a deep dive into discussions on CX, customer journey, customer insights, Net Promoter Score, and more. Every episode is a master class in loyalty. Guests include C ...
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The Customer Success Playbook

Kevin Metzger and Roman Trebon

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Welcome to “The Customer Success Playbook,” a fresh podcast initiative spearheaded by Kevin Metzger and Roman Trebon. Immerse yourself with us in the dynamic realm of customer success, where we unravel the latest insights, inspirations, and wisdom from recognized leaders in the Customer Success domain. Our journey began with a simple yet profound belief: that meaningful conversations can significantly impact our professional trajectory. With this ethos, we’ve embarked on a mission to bring t ...
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Brion Hurley from Business Performance Improvement shares his takes and thoughts on a variety of topics related to process improvement (specifically Lean and Six Sigma methods), Bursts are rapid improvement activities, so this sounded like a good word to use for these short audio clips. We'll try to keep them under 10 minutes each. Have a question? Use the anchor app to leave us a voice message, and we might pick your question for our next episode!
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The Go-To Physio

Dave O'Sullivan

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The Go-To Physio Podcast helps therapists differentiate themselves from other therapists by making sense of the most complex patients symptoms, effectively explain the problem & solution for complete buy in & design a bespoke step by step treatment plan for complete patient adherence while empowering your patients to build resilience that ethically increases your revenue, retention, referrals & reputation as the Go-To Therapist in your town! Dave O'Sullivan is the Current England rugby leagu ...
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MarketoApp podcast is for Growth Hackers, Digital Marketers and Product Managers. Here you'll only listen about Growth and Marketing. We believe that only to do the right marketing is not the best way to grow, it used to work way back in early days of digital marketing era. Now every channel and your audience is mature, you also need to mature your strategy to be in industry and show the growth.
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We believe Mission and Margin is the business of healthcare. Business of Healthcare (BOH) interviews feature innovations sustainably improving healthcare Mission & Margin. Each discussion includes a healthcare executive and innovator concentrating on the same problem. Think “Nightline” or “How I Built This” just for healthcare. Recent guests have included Bernadette Spong, Chief Financial Officer, Orlando Health, Paul Kusserow, President & CEO, Amedisys, Blake Marggraff, Founder & Chief Exec ...
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The Accord Research Alliance Podcast

The Accord Research Alliance Podcast

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The Accord Research Alliance podcast brings you short but powerful conversations with innovators who are committed to measuring what matters in Christ-Centered relief, development, and advocacy. Hosted by Nathan Mallonee and Rodney Green.
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In this episode, I share a clip from the book chapter I wrote for "Lean Six Sigma for Good: Lessons from the Gemba" Volume 1. I explain how I used net promoter score (NPS) to assess the attendee feedback of a fundraising conference I helped organize. By the way, this entire podcast was spoken by my AI voice created by Eleven Labs. Links for this ep…
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Episode 249: When “revenge travel” brought guests roaring back to Four Seasons Hotels, they capped occupancy, turning away guests and revenue. Scott Taber, senior vice president of global hospitality, describes the Four Seasons philosophy: No points, no perks. Just great properties, individual recognition, personal service, and an emphasis on makin…
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Send us a text Ready to navigate the complex world of AI governance without getting lost in legal jargon? This episode delivers a masterclass in building ethical AI frameworks that actually work for your business. Global tech lawyer and fractional general counsel Gayle Gorvett breaks down the essential guardrails every company needs before diving h…
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Send us a text The final episode of this transformative series tackles the ultimate challenge: scaling AI experiences without sacrificing empathy. Jake McKee reveals why most companies approach AI transformation backwards—focusing on tools instead of relationships, replacement instead of enhancement. This customer success playbook episode demonstra…
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Customer Experience Leader of the Year and Qualtrics' Head of Experience Community - Leaders Network, James Scutt joined Chris Johnston for this Adoreboard webinar, which was so impactful, we've re-packaged it as a special episode of Trust Builders! 💕 Prior to Qualtrics, James was former Head of Customer Experience at the UK Post Office, he's now a…
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In this episode of the ‘Go-To’ Physio podcast, David O'Sullivan and Paddy Mulligan discuss the hidden confidence crisis faced by new therapists in private practice. They explore the common challenges in hiring, the importance of communication and setting clear expectations, and how to build confidence in new hires. The conversation emphasizes the n…
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Send us a text What happens when passionate customer feedback clashes with cold, hard data? Jake McKee tackles this age-old product dilemma with wisdom earned from years at Lego and building communities for Fortune 500 brands. This episode of the customer success playbook reveals why treating community building as relationship development—not just …
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In this episode, I share a clip from the book chapter I wrote for "Lean Six Sigma for Good: Lessons from the Gemba" Volume 1. I explain how I used risk management methods to reduce the chance of problems when planning my first fundraising conference. By the way, this entire podcast was spoken by my AI voice created by Eleven Labs. Links for this ep…
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Bobby Brown, Chief Customer Officer at Nextlane, discusses the key strategies behind retention and delivering a world-class customer experience. With over 25 years of leadership experience at companies such as Twilio and Google, Bobby shares his proven frameworks, built around people, process, and systems. The conversation delves into customer segm…
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Send us a text The future of AI isn't just about technology—it's about relationships. Jake McKee, renowned as "the community guy," delivers a paradigm-shifting perspective on AI adoption that goes far beyond features and functionality. Rather than getting caught up in the technical capabilities, McKee advocates for designing the emotional connectio…
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In this podcast, I explain a virtual coaching and mentoring program that will be starting next week. Whether you’re rolling out a new project, stuck on data analysis, or facing resistance to change, you need specific help for your unique situation that aligns within your company culture. You’re already solving problems. Now I'd like to help you sol…
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Episode 248: At Dominion Energy, keeping the lights on isn’t just a priority—it’s the single biggest driver of customer experience. But as customer expectations continue to evolve, the bar keeps rising. Customers don’t just want to know when their power will be back, they want to know why it is out. And they expect that experience to be as seamless…
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Send us a text AI Friday delivers cutting-edge insights as John Huber reveals how artificial intelligence is transforming customer success operations. The conversation explores practical AI applications that are already delivering results, from conversation intelligence tools like Chorus for team coaching and customer context gathering, to emerging…
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Send us a text Wednesday brings the burning question that divides CS and sales teams everywhere: who should own expansion revenue? John Huber tackles this contentious topic with nuanced insights drawn from his experience managing both dedicated CS-led expansion models and hybrid partnership approaches. Rather than offering a one-size-fits-all answe…
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Episode 247: What if customers achieve real results—but don’t know it? Most vendors sell functionality. Mari Cross wants customers to see impact—in their own numbers, in real time. Mari Cross, Chief Customer Officer at Infor, is dismantling a common illusion: that delivering software features equals delivering value. Infor sells enterprise resource…
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Send us a text Summary This episode kicks off a compelling three-part series featuring John Huber, founder of Customer Success Architects, who brings two decades of experience building CS functions across five different SaaS companies. The conversation centers on the fundamental question every growing business faces: how do you launch a customer su…
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Send us a text The Customer Success Playbook podcast wraps up its enlightening three-part series with Kristen Nolan of Interview Valet by exploring the delicate balance between technology and human connection. In this forward-thinking discussion, Kristen reveals how she leverages AI as a strategic tool while maintaining authentic relationships. Fro…
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Send us a text The Customer Success Playbook podcast delivers a thought-provoking exploration of confidence building in this captivating episode featuring Kristen Nolan of Interview Valet. Hosts Roman Trebon and Kevin Metzger guide a discussion that dives into overcoming self-doubt and imposter syndrome. Kristen shares her personal journey from que…
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This episode explores Aspen One's unique brand promise, rooted in a passion for the outdoors, personalized service, and employee empowerment. Katy Boughton, Senior Customer Insights Manager at Aspen One, discusses how Aspen identifies and resolves customer pain points—such as rental delays and parking issues—through data-driven improvements. She hi…
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Send us a text In this eye-opening episode of the Customer Success Playbook podcast, hosts Roman Trebon and Kevin Metzger welcome Kristen Nolan, Senior Client Account Manager at Interview Valet. As a military spouse, mother of three, and active community volunteer, Kristen shares her battle-tested strategies for managing a packed schedule. Her numb…
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Send us a text As artificial intelligence promises to revolutionize project management, many professionals feel caught between excitement and overwhelm. In this AI Friday finale of their three-part series, Kevin Metzger and Roman Trebon explore with Elizabeth Harrin how to harness AI's power without losing the human touch. From security concerns to…
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Episode 246: The AI future of customer service is already here—and it’s better than most people think. In this episode, Deon Nicholas, President and Executive Chairman of Forethought, joins host Rob Markey to show us how some companies are already using AI to resolve customer issues end-to-end in ways we could barely imagine just a couple of years …
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Send us a text When multiple projects collide with competing deadlines, stakeholder management becomes an art form. In this dynamic episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon continue their conversation with Elizabeth Harrin, exploring the intricate dance of aligning diverse stakeholder expectations. From financial ser…
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Send us a text Ever feel like you're juggling flaming torches while riding a unicycle? That's modern project management for you. In this episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon welcome Elizabeth Harrin, the mastermind behind the award-winning Rebels Guide to Project Management. With over two decades of experience he…
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Send us a text In this final part of the Katie Smith trilogy on the Customer Success Playbook, we enter the brave new world of AI and marketing. Host Kevin Metzger explores the promises and pitfalls of generative tools with Katie, who brings her thoughtful and grounded take on how businesses can embrace automation while fiercely protecting their au…
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In this podcast, I share the results of a "Lean at Home" project I performed within the last year as part of a training and certification program I piloted with my friends and family. The project successfully reduced our storage costs per month by over 50%, and then 100% within the past few weeks! You can download the project summary here: http://w…
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Send us a text Back for part two with Katie Smith on the Customer Success Playbook, and this time we’re tearing down silos. In this Wednesday edition, host Kevin Metzger guides a conversation focused on how to bring marketing and customer success into harmony. Katie—founder of Wild Path Consulting and fractional CMO—shares a blueprint for unifying …
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Send us a text This episode of the Customer Success Playbook podcast is a breath of fresh Livingston, Montana air. Kevin Metzger sits down with Katie Smith, fractional CMO and founder of Wild Path Consulting, to unpack how strategic marketing and proactive customer listening can transform customer relationships and drive sustainable growth. Katie d…
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Send us a text Close out the week with a power-packed episode of the Customer Success Playbook, as Roman Trebon and Kevin Metzger welcome Joe Di Grande for a lively Friday discussion on AI in customer success! Joe shares an honest look at how AI can supercharge your customer success playbook—but only if deployed with clarity and purpose. Learn how …
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Episode 245: What happens when digital transformation becomes table stakes—and customer relationships become the real differentiator? Eduardo Roma, Global Head of Customer Experience Transformation at Bain, believes companies that spent years optimizing transactions and digitizing every interaction are now unprepared for what matters most: becoming…
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Send us a text Gear up for an energizing discussion on tech stacks and smart scaling! In this midweek episode of the Customer Success Playbook, Kevin Metzger and Roman Trebon welcome Joe Di Grande back to tackle a pressing issue: bloated CS tech stacks. Joe shares why so many organizations fall into this trap and delivers actionable advice on how t…
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Send us a text Ready to rethink your approach to customer success without draining your budget? In this episode of the Customer Success Playbook, hosts Roman Trebon and Kevin Metzger sit down with Joe Di Grande, founder of Joe DE's Tech Touch, to demystify tech touch strategies. Joe shares practical methods for building a tech touch framework even …
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Send us a text In the final chapter of a compelling three-part series on the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon sit down once more with communication strategist Mary Schmid to explore whether artificial intelligence can play a meaningful role in building trust. With AI Fridays in full swing, the conversation veers into …
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Send us a text Strap in for another riveting episode of the Customer Success Playbook, where empathy isn’t just a buzzword—it’s a business advantage. Hosts Kevin Metzger and Roman Trebon are once again joined by communication maven Mary Schmid, who unpacks the neurological power of empathy and its pivotal role in client trust and loyalty. From the …
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Send us a text In this high-impact episode of the Customer Success Playbook, hosts Kevin Metzger and Roman Trebon welcome Mary Schmid, MBA, a communication and leadership expert with a passion for rewiring how we listen. Mary reveals how to shift from surface-level exchanges to trust-building dialogues by embracing her "Conversational Edge" framewo…
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Send us a text In this forward-looking Friday edition of the Customer Success Playbook, Cairo Marsh returns to round out his trilogy of episodes with a critical discussion: can artificial intelligence enhance empathy in customer experience, or does it risk eliminating the human touch? Cairo, Roman, and Kevin dive into the real-world uses of AI in s…
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Join us for an insightful conversation with Jessica Hartley, Managing Director and Head of Design and Customer Experience at JPMorgan Chase's Consumer and Community Banking division. With over 20 years of experience in digital transformation and innovation, Jessica leads teams focused on user experience, interaction design, and content strategy 💕. …
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Send us a text In this midweek edition of the Customer Success Playbook, Cairo Marsh returns to the mic to explore the layered world of empathetic marketing across cultures. From the Bronx to Tokyo, Cairo's lived experience adds a global lens to his practical insights on designing connection-first marketing strategies. He unpacks how empathy drives…
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Send us a text This episode of the Customer Success Playbook welcomes Cairo Marsh, Founder and Executive Partner of Relative, for a thought-provoking conversation on empathy-led marketing. Cairo shares his top tip for organizations seeking to harness empathy as a competitive advantage: focus on value at every touchpoint. From Patagonia's purpose-dr…
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In this podcast, I share the audio from a video of a speech given by former Nebraska governor and current US Senator, Pete Ricketts. He discusses how Nebraska used Lean Six Sigma to improve their services to residents, reduced costs, building space and time. He encourages the Department of Government Efficiency (DOGE) to utilize a similar approach.…
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Send us a text In the final episode of this powerful three-part series, the Customer Success Playbook Podcast welcomes back Shep Hyken for a forward-looking discussion on AI's role in customer experience. From customer trust and chatbot misfires to the fear of messing up (FOMU), Shep breaks down the opportunities and pitfalls of artificial intellig…
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Send us a text In this value-packed episode of the Customer Success Playbook podcast, Shep Hyken returns for Part 2 of our three-part series to address the billion-dollar question: How do companies balance price sensitivity with the growing demand for exceptional customer experiences? From mentalism to magic moments, Shep draws surprising parallels…
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Send us a text Get ready for a masterclass in customer service strategy with the legendary Shep Hyken. In this milestone episode of the Customer Success Playbook podcast, Shep breaks down key takeaways from his newly released "2025 State of Customer Service and CX" report. Discover why being merely "fine" won't cut it anymore, how consistency trump…
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Send us a text In the finale of our three-part series, Matt LeMay takes on the tech world's shiniest object: artificial intelligence. From summarizing meeting notes to influencing million-dollar decisions, AI is here to stay. But Matt warns against using AI as a goal unto itself. Product teams must ground their experimentation in business logic—or …
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Send us a text In part two, the gloves come off. Kevin and Roman dive into the chaos of defining impact across diverse teams with Matt LeMay. From freemium metrics to ROI confusion, Matt exposes why so many organizations fail to align on what "impact" actually means. This episode is your backstage pass to better collaboration and smarter goal setti…
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