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May 20, 2020 by Remarkable Leadership Podcast Team Leave a Comment

Creating Customer Value with Rob Markey – #214

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Creating Customer Value with Rob Markey on The Remarkable Leadership Podcast with Kevin Eikenberry

We have the tools for accounting principles, and these have remained unchanged for years. Yet we have no real tool to measure customer loyalty, and every bit of cash flow starts with cash from the customer’s pocket. Kevin is joined by Rob Markey. He is the author of a new Harvard Business Review article on how to run a company to maximize customer value, “Are You Undervaluing Your Customers?” He is also the co-author of The Ultimate Question 2.0. Rob believes that customer loyalty and company success go hand in hand. Companies with high satisfaction rankings grow revenues roughly 2.5 times as fast as their industry peers. Leaders need to find ways to get the voice of the customer in front of the entire organization, not just sales or customer service (regardless of the size of the organization.) Rob also shares ways to destroy customer value (a lesson on what not to do).

In this episode, Rob discusses:

  1. Customer value.
  2. Leading for loyalty.
  3. Relationship recovery.

Quote Image: Getting the individual pieces of feedback in the customers' voice is for more powerful in compelling action than a series of statistics. Said by Rob Markey on The Remarkable Leadership Podcast

Remarkable Dialogue

Ask yourself: Are you leading by letting go?

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Additional Leadership Resources

  • Book Recommendations:
    • The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld and Rob Markey
    • The Essential Drucker: The Best of Sixty Years of Peter Drucker’s Essential Writings on Management by Peter F. Drucker
    • Blindness by Jose Saramago
  • Are You Undervaluing Your Customers?
  • Net Promoter System Podcast
  • Net Promoter System
  • Connect with Rob Markey:
  • Website | LinkedIn | Twitter

  • Related Podcast Episodes:
    • Delivering Innovative Service with Chip Bell.
    • Leading Customer Loyalty with Sandy Rogers.
    • Why Customers Leave with David Avrin.

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Hosted By Kevin Eikenberry

Kevin Eikenberry is the Chief Potential Officer of the Kevin Eikenberry Group, a world expert on leadership development, best-selling author, sought-after speaker, popular blogger, husband and dad, a fan of Purdue athletics and antique tractors (especially John Deere’s).

Other Podcasts from The Kevin Eikenberry Group

Talk Like a Leader
Long-Distance Worklife

About The Kevin Eikenberry Group

Remarkable Leadership is a production of the learning-obsessed team at The Kevin Eikenberry Group, an Indianapolis-based organization dedicated to helping leaders make a bigger difference in their world.

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