Rob Markey is the author of a new Harvard Business Review article on how to run a company to maximize customer value, “Are You Undervaluing Your Customers?” which appears in the January-February 2020 issue. He is perhaps best known as the co-author of The Ultimate Question 2.0, where he and co-author Fred Reichheld introduced the Net Promoter System of management.
A partner in Bain & Company’s New York office, he founded and served as global leader of Bain’s Customer Strategy and Marketing practice. Through his client work, Rob helps large companies develop into enduring loyalty leaders. His consulting clients have included some of the world’s most respected B2B and B2C customer service brands, as well as companies that he helped move from “worst to first” in their industries.
Rob also leads the NPS Loyalty Forum, a group of approximately 45 senior executives from loyalty-focused companies around the world, such as The Vanguard Group, USAA, American Express, Google, E.ON, NatWest, LEGO, PwC and Intuit.