Rob Markey
{{Use mdy dates|date=June 2021}}
{{BLP primary sources|date=May 2020}}
{{Infobox person
| name = Rob Markey
| image = Rob Markey.jpg
| caption = Rob Markey in 2019
| birth_name =
| birth_place = Cleveland, Ohio
| death_date =
| death_place =
| education = A.B., Brown University
MBA, Harvard Business School
| occupation = Author, speaker, strategy consultant
| employer = Bain & Company
| notable_works = The Ultimate Question 2.0, 2011, Harvard Business School Press
| website = https://www.bain.com/our-team/rob-markey/
}}
Rob Markey (born 1964) is an American author, speaker, and business strategist. Often referred to as the Vince Lombardi of Customer Loyalty,{{Cite web |last=Sherman |first=Stacy |date=2021-08-13 |title=How To Measure Customer Loyalty (NPS & Beyond) |url=https://doingcxright.com/2021/08/13/measure-customer-loyalty-and-nps/ |access-date=2022-10-22 |website=Doing CX Right |language=en-US}}{{Cite web |title=Marc Morgenstern (he/him) on LinkedIn: #venturecapital #privateequity #GratefulDead |url=https://www.linkedin.com/posts/marc-morgenstern-he-him-90433b5_venturecapital-privateequity-gratefuldead-activity-6989587461303611392-RXU1 |access-date=2022-10-22 |website=www.linkedin.com |language=en}} he is perhaps best known for his research and writing on customer experience and loyalty marketing. Markey is also the co-creator of the Net Promoter System of management (NPS), along with fellow Bain & Company consultant Fred Reichheld.
Early life
Markey was born and grew up in Cleveland, Ohio.{{Cite journal|date=January–February 2020|title=Contributors|journal=Harvard Business Review|pages=12}} He graduated with a B.A. from Brown University (1986) where he served as the Editor-in-Chief of the Critical Review.{{Citation|title=Critical Review (Brown University)|date=November 17, 2019|url=https://en.wikipedia.org/w/index.php?title=Critical_Review_(Brown_University)&oldid=926583945|work=Wikipedia|language=en|access-date=May 25, 2020}} Markey received his MBA from Harvard Business School (1990).
Markey was named a Strnad Fellow at his alma mater, University School in 1982.[https://strnad.us.edu/archive/1980s/1982]
Writing
His published articles have appeared in business publications, including two magazine articles and 19 digital articles for the Harvard Business Review.{{Cite web|url=https://hbr.org/search?term=Rob+Markey/|title=Search Rob Markey/|website=hbr.org|access-date=January 17, 2020}} He speaks on loyalty and other business topics at management conferences and similar events.{{Cite web|url=https://www.cuinsight.com/press-release/co-author-of-the-ultimate-question-2-0-rob-markey-to-kick-off-2012-loyalty-live-conference|title=Co-Author of The Ultimate Question 2.0, Rob Markey, To Kick-Off 2012 Loyalty Live Conference|website=CUInsight|language=en-US|access-date=January 17, 2020}}{{Cite web|url=https://www.medallia.com/blog/customer-experience-improvement-doesnt-necessarily-begin-customer/|title=Customer Experience Improvement — It Doesn't Necessarily Begin With the Customer|website=Medallia|language=en-US|access-date=January 17, 2020}}{{Cite web|url=http://www.insightsgal.com/my-blog/2014/02/qualtrics-insights-summit-day-2.html|title=Qualtrics Insights Summit Day 2: Reaching New Heights|website=InsightsGal|language=en-US|access-date=January 17, 2020}} His work on loyalty and customer experience has been covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist.{{cite web |last1=Hanifin |first1=Bill |title=The Net Promoter Score Interview with Rob Markey – Part One |url=http://loyaltytruth.com/the-net-promoter-score-interview-with-rob-markey-part-one/ |website=Loyalty Truth |publisher=Hanifin Loyalty by Impact 21 |access-date=February 22, 2019|date=October 10, 2011 }}
His most recent article, "Are You Undervaluing Your Customers?" argues for measuring and managing the value of a company's customer base, and for creating accounting standards for reporting customer metrics.{{Cite journal|last=Markey|first=Rob|date=January–February 2020|title=Are You Undervaluing Your Customers?|url=https://hbr.org/2020/01/the-loyalty-economy|journal=Harvard Business Review|pages=41}}{{Cite web|url=https://www.fasb.org/cs/BlobServer?blobkey=id&blobnocache=true&blobwhere=1175836085893&blobheader=application/pdf&blobheadername2=Content-Length&blobheadername1=Content-Disposition&blobheadervalue2=664894&blobheadervalue1=filename%3DAR-2019.UNS.027.BAIN_COMPANY_INC._ROB_MARKEY.pdf&blobcol=urldata&blobtable=MungoBlobs|title=FASB Comment Letter 27|last=Markey|first=Rob|date=December 10, 2019|website=FASB Comment Letters}}
His most recent book, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World,{{cite book|last1=Reichheld|first1=Fred|last2=Markey|first2=Rob|title=The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World|date=2011|publisher=Harvard Business Review Press|location=Boston, Mass.|isbn=978-1-4221-7335-0|page=52|url=http://netpromotersystem.com}} was a New York Times Bestseller{{cite web |title=Best Sellers: Hardcover Advice, How-To And Miscellaneous: Sunday, October 23rd 2011 |url=https://archive.nytimes.com/query.nytimes.com/gst/fullpage-9A0CE5DC123EF930A15753C1A9679D8B63.html |work=New York Times |access-date=February 21, 2019}} and co-authored by long-time collaborator, Fred Reichheld of Bain & Company. The book focuses on Net Promoter Score (NPS), a concept Reichheld developed based on his research in measuring customer satisfaction, customer retention and its link to revenue growth and profitability.{{rp|61–84}} This metric serves as an indicator of the loyalty and advocacy customers show for a company. In this book, Markey and Reichheld elaborate what they term the "Net Promoter System" which builds on the metric and incorporates business processes used by the companies they write about to improve customer experience for their customers.{{rp|49–51}}
Professional
Markey is a partner in the management consultancy Bain & Company, where he has worked since 1990.{{cite web |title=Rob Markey |url=https://www.bain.com/our-team/rob-markey/ |website=Bain & Company |access-date=February 21, 2019}}{{Cite web|url=http://www.netpromotersystem.com/book/the-ultimate-question-2.aspx|title=About The Ultimate Question 2.0 – Bain & Company: Net Promoter System|website=www.netpromotersystem.com|access-date=April 5, 2016}} He founded the firm's customer strategy and marketing practice, and led it from 2000 through 2018.{{cite web |last1=Schawbel |first1=Dan |title=The Ultimate Question 2.0 |url=https://www.forbes.com/sites/danschawbel/2011/11/10/the-ultimate-question-2-0/#57e5822b1e78 |work=Forbes |access-date=February 21, 2019}}
Markey is also a professor at Harvard Business School, where he teaches an MBA course in managing service operations.{{cite web |title=Rob Markey |url= https://www.hbs.edu/faculty/Pages/profile.aspx?facId=7754 | website=Harvard Business School |access-date=November 3, 2024}}
He is the host of the Customer Confidential Podcast. He serves on the board of directors for AI-based customer support technology company Forethought.{{cite web |title=Rob Markey Joins Forethought's Board of Directors, Strengthening Leadership in Generative AI for Customer Service |url=https://www.businesswire.com/news/home/20230815214333/en/Rob-Markey-Joins-Forethoughts-Board-of-Directors-Strengthening-Leadership-in-Generative-AI-for-Customer-Service |website=Businesswire |access-date=6 May 2024}}
References
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Category:American business theorists
Category:Writers from Cleveland
Category:Brown University alumni
Category:Harvard Business School alumni
Category:University School alumni
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