Publications

  • 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

  • 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