Publications

  • Customer Behavior and Loyalty in Insurance: Global Edition 2016

    September 14, 2016 | Bain Brief

    Current digital tools are creating opportunities in customer loyalty beyond basic coverage.

  • Bad for business? Frequent bank branch users three-times more likely to switch banks

    November 18, 2015 | Financial Services | Press release

    Bain & Company's sixth annual report on consumer banking behavior identifies six criteria for delivering a better experience while taking out costs

  • Who's responsible for employee engagement?

    December 11, 2013 | Customer Loyalty | Bain Brief

    Many senior executives preach a gospel of engagement but undercut themselves by abdicating responsibility to corporate staff, often HR. Engagement leaders such as Rackspace, AT&T, Intuit and Cintas take a different approach. They empower line supervisors to lead the charge, giving them the right

  • Name of the game is no longer simply advertising

    November 26, 2012 | Customer Loyalty, Retail | The Times | Media mention

    As trends of "increasingly promiscuous behavior of shoppers is chipping away at the notion of brand loyalty", companies are being forced to reevaluate their focus on advertising. Bain & Company partner Richard Webster states that, "brand owners are recognizing that...

  • EU utilities rank below banks in customer satisfaction -Bain

    November 05, 2012 | Customer Loyalty, Utilities and Alternative Energy | Reuters | Media mention

    Bain & Company’s Net Promoter Score, a measure of popularity based on the odds of a customer recommending or criticizing a company, ranks European energy utilities to have the worst customer satisfaction of all other service providers. This dissatisfaction, according to Bain & Company partner

  • Can communications services providers earn their customers' love?

    August 11, 2011 | Telecommunications | Bain Brief

    Companies in Internet, mobile and cable now compete on a changed playing field. With penetration flattening (wireless penetration in the US, for example, is nearly 100 percent) and competition intensifying, companies must fight for market share as never before. To be successful, providers will need

  • Winning customer advocacy in UK retail banking

    March 19, 2011 | Financial Services | Bain Brief

    Leaving town for an eagerly anticipated weekend getaway abroad, Anne, a longtime customer of a leading high street bank, stopped by her local branch to make an ATM withdrawal. When her card did not work, she went inside to report the problem.

  • Stop wasting money on satisfaction research!

    January 26, 2009 | Customer Loyalty | Rabobank corporate magazine

    For institutions, as with individuals, bad habits are hard to break. Among companies, one of the most stubborn bad habits is their reliance on satisfaction surveys to try to probe what is on their customers' minds.

  • Tuning into the voice of your customer

    September 30, 2005 | Customer Loyalty | Harvard Management Update

    A recent Bain & Company survey reveals just how commonly companies misread the market. Surveying 362 firms, the company found that 80% believed they delivered a "superior experience" to their customers.

  • The real meaning of loyalty - the key to growth

    December 31, 2003 | Customer Loyalty | Customer Management

    Customer loyalty is still the Holy Grail for customer service and management leaders, and gaining and keeping loyal customers is increasingly recognised as the key to business growth. So what does it all mean and how can we achieve it?