Rob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. Rob leads the NPS Loyalty Forum and is broadly credited as the co-inventor of the Net Promoter Score (NPS). He is an expert in customer experience and loyalty, new product development, and customer service strategies. He is the co-author of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World.Thanks for listening to Spark Plu...