Publications

  • Small Business Ecosystems: Banks' Next Challenge

    March 19, 2018 | Bain Brief

    There’s a big world beyond core banking services. But do banks have the credibility and the right partners?

  • Banking's Amazon Moment

    March 05, 2018 | Bain Brief

    The e-commerce juggernaut may be taking the plunge into banking, but it is not invulnerable. Banks that focus on customers over products, on fast test-and-learn over business cases, can thrive.

  • Just Make It Easy: A Guide to Loyalty in Banking

    May 11, 2016 | Bain Brief

    The battle for customer loyalty is won or lost on routine interactions. Customers want simplicity and convenience, and increasingly that means making interactions mobile.

  • The Strategic Need to Improve Customer Experience in Enterprise IT

    April 27, 2016 | Bain Brief

    For years, enterprise tech companies thrived in spite of low customer service ratings because their sales depended on a limited set of buyers. That's changing rapidly as cloud computing and subscription sales reshape the relationship between vendor and customer.

  • Bury the pilot project and build a hothouse

    May 13, 2015 | Bain Brief

    Many lean programs fixate on cost, which fails to inspire employees over the long term. A more effective approach centers on improving the customer experience, not just boosting productivity. It emphasizes end-to-end process redesign based on eliminating the root causes of waste. And it runs tests

  • Fantastic Claims

    April 16, 2014 | Insurance | Bain Brief

    Claims handling is a key moment of truth that can turn customers into promoters or detractors of a P&C insurer. Superior claims management thus offers a means of competitive differentiation, whether through faster payout, easier filing through digital channels or higher-quality interactions between

  • Mastering the New Reality of Sales

    April 09, 2014 | Customer Strategy & Marketing | Bain Brief

    As customers have seized the balance of power and more aspects of the sales process migrate online, leading B2B sales organizations find they must radically restructure their approach. By addressing six imperatives, companies are realizing EBITDA growth of 20% to 25%.

  • Before you link pay to customer feedback: five essentials

    September 22, 2011 | Bain Customer Experience Transformation | HBR.org

    The payoff from linking incentives to customer feedback can be significant. But before you make such a move, help yourself avoid the pitfalls and risks by meeting five preconditions.

  • A company's promoters are worth thousands more than detractors

    September 01, 2011 | Bain Customer Experience Transformation | Harvard Business Publishing: The Daily Stat

    Wealthy customers who recommend their bank to others are worth $9,500 more to that bank than customers who dislike it.

  • Are your surveys worth your customers' time?

    August 23, 2011 | Bain Customer Experience Transformation | HBR.org

    If you don't want your surveys ignored, keep them short and take action on what customers tell you.