Publications

  • Bad Profits, Unhappy Customers

    November 21, 2017 | LinkedIn

    Bad profits choke a company’s growth by creating detractors whose dissatisfaction blackens its reputation.

  • Gerard du Toit: Customer Episodes and Bank Loyalty

    November 20, 2017 | Bain video

    Bain Partner Gerard du Toit discusses how leading banks are breaking down organizational silos to create cross-functional teams that are dedicated to delivering the best possible customer episodes.

  • Maureen Burns: How Big Tech Could Upend Banking

    November 20, 2017 | Bain video

    Bain Partner Maureen Burns discusses how banks can remain competitive by boosting customer satisfaction and loyalty through digital channels.

  • Tom Springer: The Future of Feedback

    November 17, 2017 | Bain video

    Bain Partner Tom Springer shares how companies can use descriptive, predictive and prescriptive analytics to understand implicit and explicit customer feedback, and act on it in real time.

  • How Insurers Can Improve Customer Loyalty

    November 08, 2016 | Bain infographic

    Many insurers struggle to earn customer loyalty. However, insurers can boost loyalty by offering services beyond traditional coverage and focusing on mobile.

  • Mundane Interactions Can Still Win Over Mobile Customers

    May 25, 2016 | American Banker

    When it comes to earning consumer loyalty in banking, routine transactions matter most. But enhancing the customer experience with ease of use in mind is difficult for many banks, particularly when it comes to mobile.

  • Customer behavior and loyalty in retail banking

    November 18, 2015 | Bain infographic

    Leading banks are taking a "mobile first" approach, shifting routine transactions from branches to digital self-service tools.

  • Best Advice: It's All Lip Service Until You Measure It

    February 04, 2015 | LinkedIn

    In a social media world where it’s so easy to complain publicly, companies have more tea leaves to read than ever. So when a company can tap into the true feelings of its people—customers and employees—then the real work can begin.

  • Let Me See How I'm Making a Difference

    January 20, 2015 | LinkedIn

    Companies have a responsibility to develop relationships with their employees from the very beginning, and provide mentoring, open communication and opportunities to grow.

  • 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