Publications

  • Private equity's new strategic imperative

    June 11, 2014 | AMEinfo.com

    Private equity firms that parlay their core capabilities by making them a platform for growth will deliver superior returns and steadily pull away from their rivals.

  • The essential role of a customer advocacy office

    June 03, 2014 | Bain Brief

    How does a company organize around customer satisfaction? At many companies, the answer has involved a central team that focuses on learning about and improving the customer experience.

  • Handle with care

    June 01, 2014 | Best's Review

    Carriers should focus on delighting customers, upgrading to smarter digital technologies, fine-tuning the adjustment process for efficiency and accuracy of payouts and using specialists selectively.

  • Private equity shifts gears in emerging markets

    May 27, 2014 | AMEinfo.com

    After surveying another year of disappointing results from their emerging market investments in 2013, many private equity investors that had enthusiastically piled into the big developing economies of Brazil, Russia, India and China are rethinking their emerging market strategies.

  • EM private equity players diversify, are more hands on

    May 22, 2014 | Singapore Business Times

    After surveying another year of disappointing results from their emerging market investments in 2013, many private equity investors that had enthusiastically piled into the big developing economies of Brazil, Russia, India and China are rethinking their emerging market strategies.

  • Creating a customer-centric company: Six paths to learning

    May 20, 2014 | Business Day

    Creating a customer-centric company is tough in the best of circumstances. You have to rebuild your company’s culture, which means helping employees learn new ways of thinking and acting.

  • Banks should act now on mobile payments

    May 19, 2014 | American Banker

    Only a fraction of bank customers use mobile payments - the early adopters who have the right phones and who seek out willing retailers. That's about to change.

  • Private equity's new macro challenges

    May 15, 2014 | AMEinfo.com

    For decades, private equity firms made money by focusing on the microeconomics of businesses and letting the macro conditions take care of themselves. The global financial crisis marked an emphatic end to that era: Macro now matters. The economic upheaval of the past several years vividly

  • The value of prototypes

    May 14, 2014 | Bain Brief

    Designing a Net Promoter System involves answering a host of questions. Who will gather the feedback? How will they gather it? How will the company respond to customers, and how will it use the information to improve its products or procedures? Prototypes help you identify the right questions and

  • Why everyone in media needs an analytics upgrade

    May 07, 2014 | Bain Brief

    Media companies are awash with data about how their customers watch or listen to programming. Unfortunately, most lack the analytic firepower necessary to turn petabytes of data into strategic insights that yield new and valuable products. To compete with the pure digital players, most will need to