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Podcast: Let's Talk Loyalty
Episode: #146: Loyalty Leadership with Bain & Company's Rob Markey (Short Show Summary)
Description: Rob Markey is the one of the world's leading authorities on customer loyalty.Together with Fred Reichheld, he co-created The Net Promoter System®, the industry metric and framework now used by more than two thirds of Fortune 1000 companies.This short summary episode reminds us of the importance of the "founder's mindset" as a key driver of loyalty, as well as Rob's latest work to develop increasingly robust models for customer lifetime value that can be share externally with investors as well as internally.Rob shares the view that loyalty professionals are really the p...