#16: Pt. 2 - Measuring and Managing Customer Loyalty in a Digital World with Rob Markey, Bain & Co.

Part 2 of 2

Predictive NPS - How Loyalty Measurement is Changing with Rob Markey

A powerful, insightful, revealing interview so packed with gems that I had to break it into two parts!

Rob Markey is the Co-Inventor of the Net Promoter System and the Co-Author of The Ultimate Question 2.0.

In Part 2 (this episode):

We discuss:

• Rob's definition of customer experience
• The impact of digital transformation on CX
• Why and how NPS will still play a role despite the emergence of technology
• The evolution of NPS in a digital world
• Is it moral and ethical to treat every customer the same? (hint - his answer may surprise you!)

Rob Markey Bio

• Has led dozens of successful customer-centric transformations at large, global companies​
• Creator of Bain's approach to customer-centricity​
•  Introduced Earned Growth through Customer Value Management in "Are You Undervaluing Your Customers," Harvard Business Review, Jan-Feb 2020​
•  Co-inventor of the Net Promoter System; co-author The Ultimate Question 2.0; Leader of Bain's NPS Loyalty Forum​
• Founder of Bain's Customer Strategy and Marketing practice​
• 30+ years at Bain​
• MBA, Harvard; BA, Brown​
•  Ran 7 marathons and aspires to complete all the world majors by 2024
• And by the way, happens to host his own podcast, The Net Promoter System Podcast

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