Rob Markey, an Advisory Partner at Bain & Company and a Senior Lecturer at Harvard Business School, has been called “the Vince Lombardi of customer loyalty.” He founded Bain’s Customer Strategy & Marketing practice and is based in the firm’s Boston office. He joined Bain over 30 years ago.

Best known as the co-author of The Ultimate Question 2.0, Rob has led many of the world's most dramatic customer experience transformations. He publishes a popular podcast about customer experience and leadership, and his articles appear regularly in the Harvard Business Review as well as other publications.

Rob’s most recent work focuses on helping large companies measure, manage, and grow the value of their customer relationships. His January 2020 article, “Are You Undervaluing Your Customers,” has helped elevate customer lifetime value to its rightful place in the boardroom. His advocacy for stronger rules for customer metrics disclosure led to projects by FASB and other accounting governance bodies.

He also leads the NPS Loyalty Forum, and is a regular keynote speaker at large conferences and corporate events.