Publications

  • 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

  • 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.

  • Don't sit on customer feedback

    January 02, 2014 | Bain Net Promoter System® | HBR.org

    Customer-centric companies learn to connect customer feedback to action, creating experiences and products that resonate with their target audiences.

  • Leading by letting go

    December 25, 2013 | Bain Net Promoter System® | HBR.org

    The command-and-control style of management won't yield memorable customer service. Often, the best experience emerges when executives throw away their scripts and trust their employees.

  • Five ways to learn nothing from your customers' feedback

    December 09, 2013 | Bain Net Promoter System® | HBR.org

    ome companies seem to want to hear from their customers—that's why they spend so much money on elaborate feedback systems. But the approach many of these companies take seems to ensure nobody in the organization will learn anything from what they hear. And if employees don't learn anything, how can