Creating Customer Value with Rob Markey – #214

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.

Remarkable Dialogue

Ask yourself: Are you leading by letting go?

Leave your answer in the comments below.

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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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