Publications

  • Evolving the Customer Experience in Banking: 'Alexa, Move My Bank Accounts to ...'

    November 20, 2017 | Bain report

    Banks that accelerate development of their digital channels and mobilize around individual customer episodes, not products, stand the best chance of earning greater loyalty.

  • How to Make Your Drug Launch A Success

    October 23, 2017 | IN VIVO

    The pain is becoming all too common for many pharmaceutical executives. After a decade or more of investment in drug development and clinical trials, a company launches a promising new product only to see sales fall far short of expectations.

  • 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.

  • Hiring Right: How Companies Build a Customer-Focused Front Line

    June 01, 2016 | Customer Strategy & Marketing | Bain Brief

    Hiring empathetic, emotionally intelligent employees and putting them in a supportive environment is key to getting world-class results.

  • 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%.

  • Why no one wants to take your survey

    September 30, 2013 | Bain Net Promoter System® | LinkedIn

    When we developed the Net Promoter Score, we knew it would only work if we made the process simple, easy and fast. We settled on one initial question—How likely would you be to recommend us to a friend?—that takes seconds to answer and one vital follow-up question: Why? The combination results in

  • The oldest, best measure of customer happiness

    August 15, 2013 | Bain Net Promoter System® | LinkedIn

    Customer service has changed since the advent of big box chains and online shopping, but certain truths about what it takes to make customers happy have not.

  • From feedback to action

    September 21, 2012 | Customer Strategy & Marketing | Bain Brief

    The tight link between feedback and action is a key design element of Net Promoter systems. The systems provide different kinds of feedback, and they encourage action at multiple levels of the organization.

  • Earn customer loyalty without losing your shirt

    July 17, 2012 | Customer Strategy & Marketing | HBR.org

    Don't just set your employees free to do "whatever it takes" to delight customers. Instead, do the hard work of creating a framework that helps your employees succeed.

  • CEOs need hard data on customer loyalty

    May 17, 2012 | Customer Strategy & Marketing | HBR.org

    Companies all over the world increasingly realize that customer metrics must become "hard." For example, many companies conduct frequent surveys asking customers how likely they are to recommend a product or company to friends or colleagues. The surveys provide a steady stream of data on customer