Publications

  • The customer advocacy office: FAQs

    August 07, 2014 | Bain Brief

    Most Net Promoter® companies create some sort of customer advocacy office (CAO) to launch and lead the implementation of their systems. I argued in the previous issue of Loyalty Insights that a CAO is an essential support for the successful execution of Net Promoter.

  • How banks can prime themselves for digital transformation

    July 15, 2014 | American Banker

    Banks must fuse digital and physical assets to provide services that customers now demand.

  • Bain retail bank study finds most lag in digital services customers want, face threat of disruption, obsolescence

    July 15, 2014 | Banking | Press release

    Global bank benchmark shows “Bank of the Future” that ‘wows’ customers with mobile services, but warns nearly half of banks lack migration plan

  • The changing face of technology buyers

    July 09, 2014 | Bain Brief

    Technology providers know how to sell to the CIO. But, increasingly, technology spending is moving outside of IT, to executives responsible for marketing, HR, finance and other functions. Technology providers need to understand this shift and learn how to sell to these new buyers.

  • 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.

  • Customer loyalty and the Digical℠ transformation in P&C and life insurance: Global edition 2014

    June 18, 2014 | Financial Services | Bain Brief

    Bain’s new survey of 158,400 consumers in 18 countries sheds light on how various customer segments perceive their P&C and life carriers; what customers want from their carriers and how they behave; and how different distribution channels influence loyalty. The report discusses four specific steps

  • Customer loyalty in P&C insurance: US edition 2014

    June 18, 2014 | Bain Brief

    Bain’s new survey of nearly 26,500 US consumers shows that it’s very difficult for a carrier to excel in both acquisition and retention. The survey serves as a guide to raising performance in both endeavors by earning customers’ loyalty. And loyalty, in turn, serves to create better economics:

  • Everyday moments of truth: Frontline managers are key to women's career aspirations

    June 17, 2014 | Bain report

    By encouraging and enabling frontline managers to rethink their approaches to women's career development, companies will be far more successful in attracting and retaining the next generation of top talent, both female and male.

  • Can a company pay it forward?

    June 16, 2014 | LinkedIn

    Companies can and should contribute to positive experiences in the world, and it’s good business practice to do so. The trickier question is how to foster a culture that achieves these aims without seeming cloying or artificial.

  • Leading a Digical℠ transformation

    June 11, 2014 | Bain Brief

    The digital revolutions we have experienced in the last few decades are nothing short of miraculous. In fact, the changes have been so dramatic that some have predicted the demise of physical commerce entirely.