Global Head of Bain & Company’s Customer Strategy and Marketing Practice
Rob Markey is head of Bain & Company’s Global Customer Strategy and Marketing Practice and is based in New York. He joined Bain in 1990 and advises clients in the financial services, retail, media, professional services, health care, building equipment and food processing industries. Rob is an expert in developing customer loyalty, new product development and customer service strategies. He has extensive experience with direct marketing, new customer acquisition and cost reduction for clients in the retail banking, credit card and insurance businesses.
Rob also leads the NPS Loyalty Forum, a group of approximately 35 senior executives from loyalty-leading companies around the world, such as The Vanguard Group, American Express, Qantas, Westpac, TD Bank, LEGO, Progressive Insurance, PwC and Intuit. Forum members meet four times each year to share experiences and learn from each other.
He is the co-author of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, published September 2011 by Harvard Business Review Press.
Prior to joining Bain, he developed competitive strategy, led business development and served in product marketing for LEXIS/NEXIS and IBM.
Rob has published numerous articles on various aspects of customer experience and loyalty in publications such as the Harvard Business Review and has been quoted in international media outlets including the Wall Street Journal, Financial Times and The Economist.
He earned an MBA from Harvard Business School and graduated from Brown University with a bachelor's degree in economics. Rob helped found and for nearly a decade served on the Board of Directors of City Year New York.
Workshops and speaking engagements: Fred Reichheld and Rob Markey conduct a limited number of senior executive workshops each year and also are available for individual speaking engagements. Learn more