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.

  • How to Build Better Customer Episodes

    May 25, 2017 | Bain infographic

    Companies can successfully manage these important interactions with four easy steps.

  • Frédéric Debruyne: Simple and Digital

    November 17, 2016 | Bain video

    Companies can focus on three core elements to make their processes simple and digital while keeping the customer in mind.

  • The Elements of Value

    October 12, 2016 | Bain interactive

    What do consumers value? Bain research has identified 30 Elements of Value in four categories.

  • 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.

  • 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.

  • Are you experienced?

    April 08, 2015 | Bain infographic

    By addressing five key questions, customer experience leaders develop the capabilities to make the design process more effective and repeatable.

  • 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

  • Frédéric Debruyne: How to be a customer experience leader

    December 07, 2014 | Bain video

    In this short video, Frédéric Debruyne, a partner in Bain's Customer Strategy & Marketing practice, discusses what it takes for companies to improve the customer experience.

  • Breaking the Back of Customer Churn

    February 05, 2014 | Bain Brief

    Communications service providers know that churn corrode their business, but many of them are aiming at the wrong target. Churn typically results from a series of episodes, not a “last-straw” event, and the solution requires early intervention in ways that build customers’ advocacy. Improving the