Rob Markey is Global Head of Bain & Company’s Customer Strategy & Marketing Practice and is based in the firm’s New York office. He joined Bain in 1990 and advises clients in the financial services, retail, media, professional services, health care, building equipment and food processing industries.
As head of the firm’s Customer Strategy & Marketing Practice, Mr. Markey 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.
Additionally, Mr. Markey 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 experience 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 Corporation.
Mr. Markey 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 M.B.A. from Harvard Business School and graduated from Brown University with a Bachelor of Arts degree in economics. Mr. Markey helped found and for nearly a decade served on the Board of Directors of City Year New York.