This is trend following radio where great thinking comes alive.

Nobel Prize winners, legendary traders, bestselling authors, and the pros that know what drive us irrational human beings.

I am your host, Michael Coval.

Not filtered, raw, honest.

That's my passion.

My guest today is a partner and director at Bain and Company.

He is founder of the firm's global customer strategy and marketing practice.

My guest, Rob Markey. Today we're going to jump into something that we all know is important, regardless of how we're applying it in our life.

And this is where Rob it in our life.

And this is where Rob goes in his work.

The customer loyalty economy.

A big picture overview?

So many damn companies are so focused on earnings.

They don't care about the customers.

Now, when I say that, immediately think of the business, whatever that business is,

that you give your money to an irregular basis in spite of them, meaning they get your money with their customer service and how they treat you is shit.

Yeah, you could instantly think of those companies. So when you really get under the hood,

customer loyalty is an asset. It's not on the balance sheet, but it's damn important. And it has

huge value. Without any further delay, without any further warm-up,

let's jump right into my guest today, Rob Markey of Bain & Company.

In advance of this call today, Rob, I started thinking to myself and I thought, well, some people are going to hear this example and they're going to go, uh, whatever.

I thought with your background, it would be a good place to start and there's going to be

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