Publications

  • Customer Behavior and Loyalty in Insurance: Global Edition 2016

    September 14, 2016 | Bain Brief

    Current digital tools are creating opportunities in customer loyalty beyond basic coverage.

  • Can companies find love in B2B markets?

    April 24, 2014 | Customer Loyalty | Forbes.com

    In B2B companies, greater loyalty correlated closely with higher market share, a higher share of the customer's spending and higher profitability. But in the complex structure of B2B industries, how can companies make promoters out of clients?

  • Who's responsible for employee engagement?

    December 11, 2013 | Customer Loyalty | Bain Brief

    Many senior executives preach a gospel of engagement but undercut themselves by abdicating responsibility to corporate staff, often HR. Engagement leaders such as Rackspace, AT&T, Intuit and Cintas take a different approach. They empower line supervisors to lead the charge, giving them the right

  • For Turkey’s banks, growth depends on creating loyal customers

    April 08, 2013 | Customer Loyalty | IMKB Magazine

    Loyalty is the key to growth for retail banks. And what makes Turkish customers more loyal than anything else is service quality and transaction speed—not rates and fees.

  • A test of customer loyalty

    February 19, 2013 | Customer Loyalty | SMEinfo

    Net Promoter companies commit to a set of values and processes that help everyone focus on earning the passionate loyalty of customers and employees. On average, an industry’s loyalty leader grows more than twice as fast as competitors.

  • Good profits and growth: How Net Promoter helps companies thrive in a customer-driven world

    March 19, 2012 | Customer Strategy & Marketing | The European Business Review

    Companies are now finding that the only path to sustainable growth lies through “good profits” and long-term customer loyalty. The Net Promoter® system enables executives to rigorously measure customer attitudes and behaviors, distinguish between bad profits and good, and build the quest for good

  • Delighting the customer behind the meter

    October 24, 2011 | Utilities & Alternative Energy | Bain Brief

    As customers gain new choices, earning their loyalty has become a critical service issue for utilities.

  • Can communications services providers earn their customers' love?

    August 11, 2011 | Telecommunications | Bain Brief

    Companies in Internet, mobile and cable now compete on a changed playing field. With penetration flattening (wireless penetration in the US, for example, is nearly 100 percent) and competition intensifying, companies must fight for market share as never before. To be successful, providers will need

  • Winning customer advocacy in UK retail banking

    March 19, 2011 | Financial Services | Bain Brief

    Leaving town for an eagerly anticipated weekend getaway abroad, Anne, a longtime customer of a leading high street bank, stopped by her local branch to make an ATM withdrawal. When her card did not work, she went inside to report the problem.

  • The new growth challenge in Asian financial services

    October 24, 2006 | Financial Services | Bain Brief

    As the race to win the hearts and wallets of consumers in Asia heats up, financial services companies still face an uphill climb: These organizations are alienating customers and undermining consumer loyalty across Asia and Australia, according to recent surveys of consumers in the regions.