Publications

  • Retail’s revolution

    January 01, 2015 | Consulting Magazine | Media mention

    Bain & Company Partner Elizabeth Spaulding discusses how recent technological strides pose “the most powerful disruption to the retail industry in the past 50 years.” According to Bain Partner Darrell Rigby, retailers need to go “digi-cal” by fusing their e-commerce and brick-and-mortar operations.

  • Big Idea 2015: Companies should fire bad customers

    December 30, 2014 | Time.com

    The Net Promoter System is built on customer feedback—but if the feedback comes from the wrong customers, then what is the point? Taking feedback seriously from the wrong customers simply diminishes the credibility of the system and alienates frontline employees.

  • How banks can turn the tide of customer defection

    December 26, 2014 | American Banker

    Banks that fail to respond to the threat of alternative financial service business models risk getting saddled with the bulk of low-margin accounts while nonbank providers capture high-margin products like credit cards and mortgages. Competitive banks will develop mobile tools as good as any

  • Holiday pricing: Making sense of the madness

    December 18, 2014 | Bain Brief

    Holiday sales are growing in line with expectations, although the level of promotional activity raises questions about the most important outcome: profits. In this issue, we recap November and early-December sales results, take an in-depth look at the volume of promotions and its implications, and

  • To win the talent war, line manager, not HR, is the best weapon

    December 17, 2014 | Livemint.com

    Companies must make employees passionate promoters of their workplace, who will put in the extra effort that creates superior experiences for customers and, in turn, superior financial returns for the firm.

  • Blueprint for healthcare provider success

    December 17, 2014 | Bain Brief

    If there is one constant in the current healthcare environment, it is the unrelenting pressure to grow and change. Some growth has come from “bolting on” physician groups or insurance units to an existing delivery system, but creating truly integrated delivery networks requires more than that. It

  • Big Idea 2015: Why companies should fire bad customers

    December 15, 2014 | LinkedIn

    We live in the Age of the Empowered Customer. Consumers share their restaurant and travel experiences on Yelp, Facebook and many other sites. They rate hotels, tour operators and even historic landmarks on TripAdvisor. But isn’t it about time for more companies to start rating their customers?

  • Making spirits bright—not insanely stressed out—for holiday shoppers

    December 15, 2014 | LinkedIn

    Both last-minute shoppers and service people are struggling with the demands of the holiday business crush. In this season more than ever, it's good to treat someone you do business with the way you would want to be treated.

  • Get real feedback from your B2B customers

    December 15, 2014 | Bain Brief

    The Net Promoter System in a B2B setting aims to foster customer engagement and build strong client relationships. It isn’t so much a survey method as a means of facilitating relationship-enhancing conversations.

  • Coming to an Amazon store near you?

    December 11, 2014 | Forbes.com

    Prophets of e-tailing argue that it’s only a matter of time before the Internet annihilates most physical retailing. Yet some very savvy retailers have actually stepped up their investments in physical stores.