Best Rob Markey Podcasts (2026)

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526. Turning Repeat Visits into Referrals Through the Power of Customer Loyalty with Rob Markey 42:33

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20d ago42:33

42:33

In this episode, Jesse Green is joined by Rob Markey, co-creator of the world-renowned Net Promoter Score (NPS) and co-author of The Ultimate Question 2.0. Together, they explore how dental practices can harness the power of customer loyalty to drive sustainable growth. Rob unpacks the differences between satisfaction, loyalty, and advocacy, and ex…

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The Future of Measuring CX: Beyond Surveys, Scores & Spreadsheets with Rob Markey (CX Pulse Check - December 2025) 34:12

1M ago34:12

34:12

The most dangerous number in customer experience isn’t low—it’s shiny. In this CX Pulse Check, we unpack why a single score can seduce teams into storytelling that investors love and customers don’t feel, and we make a case for the harder, more honest work of proving value creation by cohort, not by kudos. With Rob Markey of Bain & Company and Harv…

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529. Lessons from an Unlikely Entrepreneur with Alan Manly OAM 43:39

7h ago43:39

43:39

What does it really mean to be an entrepreneur? And how do we build a business that works, not just a job that pays? In this episode, Jesse Green is joined by Alan Manly OAM, a distinguished entrepreneur, innovator, director, and author whose unconventional journey from the computer industry to educational leadership offers a masterclass in busines…

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528. Your Strategic Review for a Stronger 2026 13:38

7d ago13:38

13:38

As 2025 winds down and the summer holidays approach, Jesse invites you to pause, reflect, and intentionally design the year ahead. In this solo episode, Jesse walks you through a powerful, forward-focused review to help you set clear goals, close open loops, and define what success looks like for you in 2026. Whether you’re enjoying downtime or mak…

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The Working Capital Adjustment 14:22

2d ago14:22

14:22

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Oberle Risk Strategies⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: Insurance Broker and Insurance Due Diligence Provider for Search Funds and Other Small-to-Medium-Sized Businesses⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ * This episode is brought to you by ⁠⁠⁠⁠B⁠⁠⁠⁠⁠⁠⁠⁠⁠oulay, the industry …

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527. Why End Game Thinking Is the Ultimate Tool for Leading Through Chaos with Lachie Smart 45:23

9d ago45:23

45:23

In this episode of the Savvy Dentist Podcast, Jesse is joined by Lachie Smart - entrepreneur, adventurer, medtech CEO, and record-breaking pilot - to explore the mindset behind navigating complexity and leading through chaos. At just 18 years old, Lachie became the youngest person to fly solo around the world in a single-engine aircraft. Since then…

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Digital Journeys Can Be Human 13:46

15d ago13:46

13:46

Clicking “buy now” shouldn’t feel like shouting into the void. In this episode, we explore how digital retail can feel more human by pairing smart personalization with trust-building micromoments. Instead of proving what we know, we focus on what customers need next: clear fit guidance, delivery transparency, and friction-removing policies that bui…

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Stop Calling CX ‘Good Service’ 11:26

14d ago11:26

11:26

What if customer experience stopped living in customer service and started living in the core of your business? We tackle a listener’s challenge and turn it into a practical playbook: define a shared mindset, build a success blueprint tied to revenue and cost, and practice the daily discipline that makes change stick. Along the way, we share the on…

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Hard to Kill: A Four-Part Framework for Evaluating Small Business Acquisitions 21:16

21d ago21:16

21:16

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Boulay, the industry standard for Quality of Earnings, tax, and audit services, serving search fund entrepreneurs for 20+ years⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ * This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Oberle Risk Strategies⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: Insurance Broker and Insurance Due …

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Ep. 259 | Rachel Bicking: Customers' First Micro-Frustration Makes or Breaks the Next Purchase 45:06

29d ago45:06

45:06

Episode 259: How do you prevent first-trip hassles such as a room not being ready at check-in, Wi-Fi outages, or service delays from discouraging first-time customers from returning? Today's guest, Rachel Bicking, EVP of Innovation at Kobie Marketing, says that after a slightly negative first trip, customers are 80% less likely to return. Kobie—a t…

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525. When You Have Nothing to Lose, You Have Everything to Gain with Norliza Pavlakos 45:59

26d ago45:59

45:59

What does it take to not only survive extreme trauma, but to thrive and lead with purpose on the other side of it? In this episode, Jesse chats with Noliza, a mother of five, award-winning keynote speaker, entrepreneur, philanthropist, and survivor of unspeakable adversity. From childhood abuse and homelessness to near-death experiences and systemi…

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Facing the Worst-Case Scenario: How Jed Morris Lost His Business and Rebuilt His Life 1:28:43

30d ago1:28:43

1:28:43

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Oberle Risk Strategies⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: Insurance Broker and Insurance Due Diligence Provider for Search Funds and Other Small-to-Medium-Sized Businesses⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ * This episode is brought to you by ⁠⁠⁠B⁠⁠⁠⁠⁠⁠⁠⁠⁠oulay, the industry sta…

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524. How to Safeguard Your Business against Economic Downturns 11:57

1M ago11:57

11:57

In this episode, Jesse shares a powerful four-part framework to help dental practice owners not just survive, but thrive during economic downturns. Drawing inspiration from the medieval concept of a castle and its protective moat, Jesse introduces the MOAT strategy as a robust defence mechanism for your business. Whether you're facing turbulent fin…

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523. Stress Is Not the Enemy - Poor Recovery Is with Luke Mathers 43:21

1M ago43:21

43:21

In this powerful conversation, entrepreneur, speaker, and stress coach Luke Mathers shares transformative insights on why stress isn't the real problem - it's how we recover from it that matters. Drawing from his business journey, Luke unpacks how stress, when harnessed correctly, can sharpen our focus, build resilience, and actually lead to better…

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90-Day Customer Loyalty Plan 8:47

1M ago8:47

8:47

What if the next 90–180 days could lock in measurable customer loyalty? In this episode, we break down a practical, no-fluff playbook for building a retention strategy that customers actually value—whether you’re serving consumers or complex B2B accounts. We focus on intentional success and segmentation, identifying high-value customers and the sig…

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How AI is Transforming the Acquisition and Operations of Small Businesses 1:01:23

1M ago1:01:23

1:01:23

This episode is brough to you by System Six, an outsourced finance, accounting, and tax partner to over 300 businesses nationwide * This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Boulay, the industry standard for Quality of Earnings, tax, and audit services, serving search fund entrepreneurs for 20+ years⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ * This episode is brought to you b…

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522. Defying Limits in Sport, Business and Life with Matt Formston 39:58

2M ago39:58

39:58

In this inspiring episode, Jesse chats to world champion surfer, Paralympian, and business leader Matt Formston. Matt Formston stands as a powerful example of how resilience and determination can shatter boundaries and redefine what’s possible. Despite having less than 3% vision, he has excelled in the athletic, corporate, and community worlds, ins…

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Surveys Aren't Enough 12:42

1M ago12:42

12:42

When surveys fall flat, the real story still lives in customer conversations, behaviors, and signals. In this episode, we explore how to move from survey programs to real feedback strategies—ones that capture those signals, connect them to outcomes, and drive action leaders can feel. You’ll hear how to combine quick, purposeful interviews, observat…

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Ep. 258: Charlon McIntosh & Melissa Pint | Accountability is the Product at Frontier: "We Didn't Do Interesting. We Did Effective." 47:35

2M ago47:35

47:35

Episode 258: How did two new leaders turn angry customer calls into executive promises to earn customer trust and advocacy? Charlon McIntosh, Chief Customer Operations Officer, and Melissa Pint, Chief Digital Information Officer, both joined Frontier Communications on the same day in 2021. At the time, Frontier faced both bankruptcy and a reputatio…

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521. Scaling Success: From Two Chairs to Thriving Practice 16:09

2M ago16:09

16:09

This episode is a real-world case study of two of Jesse's clients who transformed their modest two-chair dental practice into a thriving multi-chair operation generating millions in revenue. Starting from a place of financial frustration and limited clinical capacity, Jesse unpacks the strategies that helped them boost profitability and reclaim tim…

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CX Pulse Check - November 2025 27:48

2M ago27:48

27:48

Want customers to talk about your brand without being asked? In this CX Pulse Check, we bring on Brooke Sellas, founder of B Squared Media and a leader in social customer care, to unpack how emotion—not content volume—creates durable connection, retention, and revenue. Together we push past vanity metrics and dig into signals that actually matter: …

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Technical Debt: What it is, How Much of it You Can Live With, and How to Incorporate it into an Investment Thesis 1:26:21

2M ago1:26:21

1:26:21

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Oberle Risk Strategies⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: Insurance Broker and Insurance Due Diligence Provider for Search Funds and Other Small-to-Medium-Sized Businesses⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ * This episode is brought to you by ⁠⁠⁠B⁠⁠⁠⁠⁠⁠⁠⁠oulay, the industry standa…

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Ep. 257: John Finley | Stop Chasing Surveys: How to Earn the Next Customer Choice 13:56

2M ago13:56

13:56

Episode 257: How do you earn the next banking customer's loyalty, one moment at a time? Focus on what customers choose, and why. According to John Finley, head of marketing, technology, and innovation at BMO, a bank operating across North America, customer loyalty shifts with context. His team takes signals—what customers say—and wires them back in…

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520. How to Retain More Patients Without Spending More on Marketing 26:21

2M ago26:21

26:21

In this episode, Jesse tackles one of the biggest profit leaks in dental practices - poor patient retention. Drawing on decades of experience and his book Retention: How to Plug the #1 Profit Leak in Your Dental Practice, Jesse breaks down the real cost of patient attrition, and why throwing more money at marketing won't solve the problem. You'll l…

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Personalization That Respects Boundaries In B2B 7:55

2M ago7:55

7:55

Personalization in B2B shouldn’t feel invasive—it should feel helpful, timely, and trustworthy. In this episode, we share a practical framework for getting personal the right way: focus on professional goals, public signals, and clear boundaries. Skip the birthday messages and small talk; instead, pay attention to milestones that matter—team expans…

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Announcing the Launch of Mineola Fund II 1:11

2M ago1:11

1:11

In 2022, we launched Mineola’s first fund to help entrepreneurs navigate the tactical, commercial, and personal challenges that are an inevitable part of the acquisition entrepreneurship journey. Almost four years later, we’re excited to continue this work through Mineola Fund II. Playing a small role in helping people realize their entrepreneurial…

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519. The Secret to Creating Time and Money in Your Practice 16:08

2M ago16:08

16:08

Running a dental practice can often feel like a tug-of-war between time and money. In this solo episode, Dr Jesse Green shares a personal story that sparked a pivotal shift in how he approached business - moving from being time-poor to building a practice that supports both financial success and personal freedom. Jesse breaks down the three critica…

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Policy Meets People: The Art of Flexible CX 12:39

2M ago12:39

12:39

In this episode, we explore one of the toughest CX challenges: balancing company policies with the flexibility needed to deliver exceptional experiences. Policies should guide and protect, not block great service. We share how to design rules that empower teams, use exceptions as insights for improvement, and align every decision with your customer…

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Stress, Panic Attacks, Debilitating Anxiety, and a $170M Exit: iContact Founder Aaron Houghton 1:17:43

2M ago1:17:43

1:17:43

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Boulay, the industry standard for Quality of Earnings, tax, and audit services, serving search fund entrepreneurs for 20+ years⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ * This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Oberle Risk Strategies⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: Insurance Broker and Insurance Due Dilige…

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518. The 3 Gaps Holding Back Your Practice Growth 16:56

3M ago16:56

16:56

If you’ve ever wondered why some dental practices thrive while others tread water, this episode is for you. Jesse shares the three critical gaps that often prevent practice owners from growing and scaling effectively - and how to close them. These aren’t just theoretical ideas - they’re practical, real-world insights drawn from years of working wit…

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Pitching Customer Interviews, Without the Fluff 9:01

3M ago9:01

9:01

Why do leaders hesitate to green-light customer interviews even when everyone agrees they matter? In this episode, we share a fast path to buy-in: lead with business outcomes, start with a small pilot, and turn qualitative insights into measurable ROI. Instead of pitching interviews as an activity, we frame them as a strategic move to reduce churn,…

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517. How Dentists Can Thrive in the Age of Disruption 22:23

3M ago22:23

22:23

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CX Pulse Check - October 2025 20:36

3M ago20:36

20:36

By Jeannie Walters, CCXP

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Rob Markey: Creator of the Net Promoter Score and Founder of Bain's Global Customer Strategy Practice 1:19:35

3M ago1:19:35

1:19:35

This episode is brought to you by ⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠Oberle Risk Strategies⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠: Insurance Broker and Insurance Due Diligence Provider for Search Funds and Other Small-to-Medium-Sized Businesses⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠⁠ * This episode is brought to you by ⁠⁠⁠B⁠⁠⁠⁠⁠⁠⁠oulay, the industry standard …