Publications

  • Uncovering the Elements of Value in Commercial Insurance

    April 03, 2018 | Forbes.com

    How commercial insurers can deliver more value to their customers, and thereby earn greater loyalty.

  • The Surprising Forces Driving Business Customers

    March 30, 2018 | LinkedIn

    Mastering the intangibles of a B2B customer’s total experience can be difficult, but the payoff is worth it.

  • Are Investors Mispricing US Bank Risks?

    March 21, 2018 | Bain Brief

    The equity market is not making much distinction between weaker and healthier banks.

  • Uncovering the Elements of Value in Commercial Insurance

    March 21, 2018 | Bain Brief

    Mastering the intangibles of a customer’s experience, like being easy to do business with, can help carriers earn greater loyalty.

  • How Digital Natives Are Changing B2B Purchasing

    March 14, 2018 | HBR.org

    Digital natives have brought their consumer habits to the B2B world, and older buyers are adopting their ways.

  • 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.

  • The B2B Elements of Value

    February 20, 2018 | Harvard Business Review

    The B2B elements of value allow managers to identify what matters most to each set of important stakeholders and how the company can stand out from the competitive pack.

  • Net Promoter for People: Give Employees a Voice, Get Their Best

    February 07, 2018 | Bain Brief

    Just as the Net Promoter System® provided a language and practices for using the Net Promoter Score® to build customer loyalty, Net Promoter® for People applies the same philosophy to inspiring employees.

  • How CMOs Can Get—and Keep—Their Marketing Mix Right

    February 07, 2018 | Bain Brief

    All CMOs have access to the same tools, but the leaders focus on the full range of conditions necessary for results.

  • Which Customers Are Hurting Your Bottom Line?

    February 01, 2018 | Bain Snap Chart

    It discovered that its two largest customers by revenue were unprofitable, while customers 10 through 20 were among the most profitable. The company responded by raising prices for low-price/low-support accounts and negotiated to make high-price/high-support relationships more efficient.