Rob Markey on Rethinking Valuation: Why Customer Metrics Matter More
What if the financial metrics you rely on are steering you away from long-term loyalty and growth?
Recorded live at Harvard Business School, Rob Markey challenged conventional thinking about company valuation and urged leaders to look at the real engine driving revenue: customers.
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Originally aired November 6, 2025 as Episode 160 of The Trusted Guide Podcast (then The Delighted Customers Podcast).
What we cover
Looking beyond the income statement and balance sheet
How customer behavior and relationships reveal hidden risks
Making smarter trade-offs between short-term gains and long-term health
Customers are the asset
Rob's argument gives CX leaders a powerful way to talk with finance about what really creates value.
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About the guest
Rob Markey is a Senior Lecturer at Harvard Business School, an Advisory Partner at Bain and Company, and a co-inventor of the Net Promoter System.
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