Rob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He joined Bain in 1990, and has led assignments in the financial services, telecommunications, retailing, media, professional services, health care, building equipment and food processing industries. Rob is an expert in customer and employee loyalty, new product development and customer service strategies. He is co-author of the ultimate question 2.0 and hosts the Net Promoter System Podcast from Bain and company. Access the transcript on our blog at https://voicesofcx.com/are-you-undervaluing-your-customers-rob-markey/?utm_source=soundcloud&utm_medium=description Follow Rob Markey on LinkedIn: https://www.linkedin.com/in/robmarkey/ Follow Rob Markey on Twitter: https://twitter.com/rgmarkey Follow Worthix on LinkedIn: https://www.linkedin.com/company/worthix/ Follow Worthix on Twitter: @worthix Follow Mary Drumond on LinkedIn: https://www.linkedin.com/in/marydrumond/ Follow Mary Drumond on Twitter: @drumondmary Read Rob Markey's article, "Are You Undervaluing Your Customers?" on HBR here: https://hbr.org/2020/01/the-loyalty-economy

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