About This Session: Martha Brooke, CCXP will interview Rob at the top of the hour and then open it up to the group. This is a workshop roundtable so come with your burning questions about how to apply NPS when your customer base is comprised of OEMs, Distributors and other B2B organizations.
About Rob Markey:
Rob created Bain’s approach to customer centricity, and he’s written the book on NPS. Most recently, he authored “Are You Undervaluing Your Customers” (Harvard Business Review). He’s the co-inventor of the Net Promoter System, co-author of The Ultimate Question 2.0, and Leader of Bain’s NPS Loyalty Forum.
He’s been at Bain for 30+ years, where he founded Bain’s Customer Strategy and Marketing practice. BTW, for great listening, check out Rob’s widely acclaimed Net Promoter System Podcast.
Rob’s MBA is from Harvard, his BA is from Brown. To add to Rob’s achievements, he’s accomplished 7 marathons and aspires to complete all the world majors by 2024.