Episode 10: Rob Markey on NPS and CLV: Driving Loyalty Through Data

NPS and CLV: Driving Loyalty Through Data

Rob Markey, partner at Bain & Company and co-creator of the Net Promoter System, joins us in this episode of the Zinfluencer series. With over 30 years of experience helping major companies elevate customer loyalty, Rob brings invaluable insights into designing customer-centric cultures and strategies.

Presented by Zinrelo, the Zinfluencer series delves into the evolving landscape of customer loyalty with top industry experts.

In this episode, host Max Savransky and Rob explore:

• Leveraging Net Promoter Score (NPS) to Drive Loyalty: Discover how companies can harness NPS as more than just a metric, using it to genuinely differentiate and deepen customer loyalty.
• Transforming Customer Lifetime Value (CLV) into Business Impact: Rob shares practical steps for using CLV to guide decision-making, budgeting, and profitability, ensuring every investment enhances customer loyalty.
• Effective Tools for Customer-Centric Strategies: Explore how forecasting and data can boost retention and loyalty, with examples from Rob on measuring customer value impacts.
• Designing for Service Excellence and Lasting Loyalty: Learn Rob’s approach to balancing rational and emotional needs, creating service experiences that earn loyalty and advocacy.

Stay ahead of customer loyalty trends by subscribing to the Zinfluencer series and joining the conversation with loyalty experts worldwide.

Related Resources

• How to Know if Your Loyalty Program is Successful
• 7 Crucial Customer Loyalty Program Metrics You Should Know