Christopher Lochhead Follow Your Different

We speak with Rob Markey of Bain & Co today about his breakthrough piece for Harvard Business Review “Are You Undervaluing Your Customers?”Rob also leads the Net Promoter Score Loyalty Forum and his Firm, Bain, invented the Net Promoter Score (NPS). We have a riveting conversation about why companies with high levels of customer loyalty grow 2.5 times as fast as their peers, how companies should re-orient around customers and why Customer Loyalty is a shareholder priority and more. If you care about customers and growth, I think you’re going to love this dialogue. Pressure To Deliver Earnings Rob shares how his write up started as a source of frustration and curiosity. He shares that the clients he has worked with over the years still abandoned customer-centric companies. He further shares that companies ultimately face pressure to deliver earnings.  “The investors put pressure on management teams, who then are forced to squeeze out every last dollar in order to make a goal. That is just a short term goal.”