The Trusted Guide Podcast with Mark Slatin · 2025-11-06 · 31 min
What if the financial metrics you rely on to measure your company's success are actually steering you away from long-term customer loyalty and sustainable growth? In our latest episode of the Delighted Customers podcast, live from Harvard Business School, I dive into this burning question with Rob Markey, professor at Harvard and seasoned veteran at Bain. Rob challenges the conventional wisdom around company valuation, urging us to look beyond the income statement and balance sheet, and instead, consider the real engine driving revenue - our customers. The impact of this discussion is huge: by focusing on customer behavior and relationships, leaders can uncover hidden risks, make smarter trade-offs between short-term gains and long-term health, and build models for enduring shareholder value. If you think financials are telling you the whole story, this episode will make you think twice. Why should you listen to Rob Markey? Rob doesn't just teach at Harvard Business School - he's one of the world's foremost experts on customer value, business strategy, and the metrics that really matter for growth.
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