Rob Markey is a Senior Lecturer of Business Administration in the Technology and Operations Unit at Harvard Business School.
In addition to teaching at HBS, Professor Markey is an advisory partner in Bain & Company’s Boston office. He founded and served for nearly 20 years as the global leader of the firm’s Customer Strategy and Marketing practice. He is perhaps best known as the co-author of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, with Fred Reichheld. He is the primary creator of the Net Promoter System of management.
Professor Markey's most recent work focuses on helping large companies measure, manage, and grow the value of their customer relationships. His published articles on customer experience and loyalty have appeared in publications such as the Harvard Business Review, including “Are You Undervaluing Your Customers,” which appears in the January-February 2020 issue. He is the host of the Customer Confidential podcast.
He teaches Managing Service Operations in the MBA elective curriculum. The course focuses on how to effectively design, manage, and improve service organizations. Key learning objectives include how to create distinctive and sustainable services strategies and how to execute service models that enable customers, employees, and owners to thrive simultaneously. The course sits at the intersection of leadership, strategy, marketing, and operations and is recommended for students that plan to lead, work in, advise, or invest in service organizations.
He serves on the board of directors for Forethought Technologies and the board of advisors for Joyous. Additionally, Professor Markey helped found and served for nearly a decade on the Board of Directors of City Year New York. He is currently a board member of City Year Providence.
Professor Markey earned his MBA from Harvard Business School. He is a graduate of Brown University, where he received a Bachelor of Arts degree in economics.
