Publications

  • Cost-cutting with no regrets

    August 13, 2014 | Bain Brief

    Businesses have been squeezing more productivity from existing resources, but efforts to contain costs don't have to cause gloom and doom. In the best companies, cost programs spur major improvements in operating effectiveness along financial customer, employee and other metrics.

  • Focus on the customer

    August 13, 2014 | Bain Brief

    Many companies try to offer something to everybody. But the leaders take a different approach: they define their "design target" customers, tailor their products and services to appeal to these customers, and focus their organization to deliver exactly what these customers most value.

  • Use "both-brain" marketing to balance creativity and analytics

    August 13, 2014 | HBR.org

    Marketing was once largely the preserve of creative, right-brain types, but the function needs—and is getting—a much larger mixture of data and analytics. Sometimes, though, there's a danger of relying too heavily on analytics. What's needed is the right balance, what we call a "both-brain"

  • Why some merging companies become synergy overachievers

    August 13, 2014 | Bain Brief

    About 70% of merging companies overestimate synergies according to new Bain & Company analysis comparing deal announcements with the performance of 31,000 companies. They typically don’t know the level of synergies they can expect by getting bigger. Rare companies become synergy overachievers. They

  • The customer advocacy office: FAQs

    August 07, 2014 | Bain Brief

    Most Net Promoter® companies create some sort of customer advocacy office (CAO) to launch and lead the implementation of their systems. I argued in the previous issue of Loyalty Insights that a CAO is an essential support for the successful execution of Net Promoter.

  • How banks can prime themselves for digital transformation

    July 15, 2014 | American Banker

    Banks must fuse digital and physical assets to provide services that customers now demand.

  • Bain retail bank study finds most lag in digital services customers want, face threat of disruption, obsolescence

    July 15, 2014 | Banking | Press release

    Global bank benchmark shows “Bank of the Future” that ‘wows’ customers with mobile services, but warns nearly half of banks lack migration plan

  • The changing face of technology buyers

    July 09, 2014 | Bain Brief

    Technology providers know how to sell to the CIO. But, increasingly, technology spending is moving outside of IT, to executives responsible for marketing, HR, finance and other functions. Technology providers need to understand this shift and learn how to sell to these new buyers.

  • Decision-driven marketing

    June 24, 2014 | Harvard Business Review

    Cutting-edge companies create a different kind of marketing organization—one that is less siloed, more interactive, and more collaborative, and that increases marketing’s value and effectiveness.

  • Customer loyalty and the Digical℠ transformation in P&C and life insurance: Global edition 2014

    June 18, 2014 | Financial Services | Bain Brief

    Bain’s new survey of 158,400 consumers in 18 countries sheds light on how various customer segments perceive their P&C and life carriers; what customers want from their carriers and how they behave; and how different distribution channels influence loyalty. The report discusses four specific steps