Publications

  • Running the Business through Your Customer's Eyes

    July 07, 2017 | Bain Brief

    To create a truly excellent customer experience, more companies are turning to new key unit of management: the episode.

  • You Cut Your Prices. So Why Didn’t Consumers Notice?

    February 20, 2017 | WSJ.com

    Companies’ actual prices are often at odds with how consumers perceive their prices.

  • The Elements of Value

    August 09, 2016 | Harvard Business Review

    Understanding the 30 elements of value can help managers creatively add value to their brands, products and services and thereby gain an edge with consumers.

  • More than $150 billion in revenue at risk for banks that cannot overcome technical, adoption hurdles of digital currency

    July 15, 2016 | Customer Strategy & Marketing, Financial Services | Press release

    Compared with current payment systems, distributed ledgers offer distinct advantages that meet customer demands for a faster, cost effective and more reliable cross-border payment option. While the technology is still in its infancy, distributed ledgers offer the potential for profound improvements

  • Distributed Ledgers in Payments: Beyond the Bitcoin Hype

    July 13, 2016 | Bain Brief

    Distributed ledgers present banking executives with intriguing opportunities. Forward-thinking institutions are starting to move beyond experimentation to realize the potential for faster, more efficient payments.

  • Understanding Value: How to Capture the Pricing Opportunity in Chemicals

    May 18, 2016 | Bain Brief

    Pricing is an underdeveloped opportunity in the chemicals industry. Most chemical companies can build better pricing capabilities within 12 to 18 months, but it requires a focused effort with ongoing support from senior leadership.

  • Nail These Five Questions to Design a Great Customer Experience

    April 13, 2015 | Forbes.com

    Creating experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy. Companies serious about building a compelling experience need to develop thorough, nuanced answers to five questions.

  • The Five Disciplines of Customer Experience Leaders

    April 08, 2015 | Bain Brief

    Designing experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy. By addressing five key questions, customer experience leaders develop the capabilities to make the design process more effective

  • Clearing the Roadblocks to Better B2B Pricing

    December 10, 2014 | Bain Brief

    Even in commoditized industries, companies can charge a premium for features and enhancements that customers value.

  • Decision-driven marketing

    June 24, 2014 | Harvard Business Review

    Cutting-edge companies create a different kind of marketing organization—one that is less siloed, more interactive, and more collaborative, and that increases marketing’s value and effectiveness.