Rob Markey (born 1964) is an American author, speaker, and business

strategist A strategist is a person with responsibility for the formulation and implementation of a strategy. Strategy generally involves setting goals, determining actions to achieve the goals, and mobilizing resources to execute the actions. A strategy ...

. Often referred to as the

Vince Lombardi Vincent Thomas Lombardi (June 11, 1913 – September 3, 1970) was an American football coach and executive in the National Football League (NFL). Lombardi is considered by many to be the greatest coach in football history, and he is recognized a ...

of Customer Loyalty, he is perhaps best known for his research and writing on

customer experience Customer experience (CX) is a totality of cognitive, affective, sensory, and behavioral consumer responses during all stages of the consumption process including pre-purchase, consumption, and post-purchase stages. Pine and Gilmore described th ...

and

loyalty marketing Loyalty marketing is an approach to marketing, based on strategic management, in which a company focuses on growing and retaining existing customers through incentives. Branding, product marketing, and loyalty marketing all form part of the c ...

. Markey is also the co-creator of the

Net Promoter Net promoter score (NPS) is a widely used market research metric that is based on a single survey question asking respondents to rate the likelihood that they would recommend a company, product, or a service to a friend or colleague. The NPS is a ...

System of management (NPS), along with fellow

Bain & Company Bain & Company is an American management consulting company headquartered in Boston, Massachusetts. The firm provides advice to public, private, and non-profit organizations. One of the Big Three management consultancies, Bain & Company was fou ...

consultant

Fred Reichheld Fred may refer to: People * Fred (name), including a list of people and characters with the name Mononym * Fred (cartoonist) (1931–2013), pen name of Fred Othon Aristidès, French * Fred (footballer, born 1949) (1949–2022), Frederico Rodr ...

Early life

Markey was born and grew up in

Cleveland Cleveland ( ), officially the City of Cleveland, is a city in the U.S. state of Ohio and the county seat of Cuyahoga County. Located in the northeastern part of the state, it is situated along the southern shore of Lake Erie, across the U.S. ...

, Ohio. He graduated with a B.A. from Brown University (1986) where he served as the Editor-in-Chief of the Critical Review. Markey received his MBA from Harvard Business School (1990). Markey was named a Strnad Fellow at his alma mater,

University School University School, commonly referred to as US, is an all-boys, private, Junior Kindergarten–12 school with two campus locations in the Greater Cleveland area of Ohio. The campus located in Shaker Heights serves junior kindergarten through eigh ...

in 198

Writing

His published articles have appeared in business publications, including two magazine articles and 19 digital articles for the ''

Harvard Business Review ''Harvard Business Review'' (''HBR'') is a general management magazine published by Harvard Business Publishing, a wholly owned subsidiary of Harvard University. ''HBR'' is published six times a year and is headquartered in Brighton, Ma ...

''. He speaks on loyalty and other business topics at management conferences and similar events. 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. 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. His most recent book, ''The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World'', was a New York Times Bestseller and co-authored by long-time collaborator,

of Bain & Company. The book focuses on Net Promoter Score (NPS), a concept Reichheld developed based on his research in measuring

customer satisfaction Customer satisfaction (often abbreviated as CSAT) is a term frequently used in marketing. It is a measure of how products and services supplied by a company meet or surpass customer expectation. Customer satisfaction is defined as "the number of ...

customer retention Customer retention refers to the ability of a company or product to retain its customers over some specified period. High customer retention means customers of the product or business tend to return to, continue to buy or in some other way not defe ...

and its link to revenue growth and

profitability In economics, profit is the difference between the revenue that an economic entity has received from its outputs and the total cost of its inputs. It is equal to total revenue minus total cost, including both explicit and implicit costs. It i ...

. 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.

Consultancy

Markey is a partner in the management consultancy

, where he has worked since 1990. He founded the firm's customer strategy and marketing practice, and led it from 2000 through 2018. He is the host of the Net Promoter System Podcast.

References

American business theorists Writers from Cleveland 1964 births Brown University alumni Harvard Business School alumni Living people {{US-business-bio-1960s-stub