Mike Carden, co-founder of Joyous hosts conversations with the world’s most interesting management thinkers.

This Episode

Aligning Customer Experience and Employee Motivation



Bain & Company

Every dollar of revenue and profit in your company by and large starts in the pocket of a customer

Bain & Company

Episode notes

Mike chats to Rob Markey, the acclaimed co-author of 'The Ultimate Question', a key developer of the Net Promoter System (NPS) and "The Vince Lombardi of Customer Experience".

Discover insights into customer loyalty, the origins and evolution of NPS, and the pivotal role of simplicity and actionable feedback in transforming customer experience. Rob shares personal stories, his thoughts on common mistakes in customer feedback strategies, and his vision for the future of customer and employee experience in a tech-driven world.



Rob is the co-creator of the Net Promoter System (NPS) and founded the Customer Practice at Bain. He is co-author of The Ultimate Question 2.0 and leader of the NPS Loyalty Forum and has led many of the world's most dramatic customer experience transformations.

Key moments

(00:37) Introducing Rob Markey: The Vince Lombardi of Customer Loyalty

(03:40) Rob Markey's Origin Story: From Meat Purveyor Grandson to Customer Loyalty Guru

(08:04) The Birth of Net Promoter Score (NPS): A Revolution in Customer Loyalty

(12:43) The Evolution of NPS: From Concept to Global Standard

(20:38) The Impact of NPS on Business and Beyond

(33:51) Exploring the Link Between Employee Engagement and Customer Experience

(45:59) The Future of Customer Experience and Loyalty

(49:26) Closing Thoughts and Reflections

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