Customer Strategy & Marketing Publications

  • 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.

  • Pricing: The Best Way to Boost Profits

    June 01, 2017 | Bain infographic

    Nothing affects profits more than pricing. Here are six rules for setting price and getting price.

  • The Psychometrics of Customer Feedback

    July 13, 2016 | Expert Commentary

    Survey structure can trigger undesirable psychological phenomena, but asking the right questions first can limit these risks.

  • 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.

  • Understanding Value: How to Capture the Pricing Opportunity in Chemicals

    May 18, 2016 | Bain Brief

    Pricing is an underdeveloped opportunity in the chemicals industry. Most chemical companies can build better pricing capabilities within 12 to 18 months, but it requires a focused effort with ongoing support from senior leadership.

  • Are You Ready for Robo Advising?

    May 11, 2016 | Bain Brief

    Financial services firms can heed four lessons from the experience of early movers.

  • Five Pricing Myths You Should Avoid At All Cost

    December 31, 2014 | IndustryWeek

    The experiences of leading companies in markets ranging from precision instruments to chemicals show that industrial manufacturers and suppliers usually have far more pricing flexibility than they realize.

  • 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%.

  • CEO Forum: Resetting digital strategy in Australia

    October 02, 2013 | Customer Experience, Financial Services | CEO Forum

    Australian financial-services companies are investing heavily in their digital channels to improve the customer experience, reduce costs and create new sales opportunities for consumers and small and medium businesses. But building a successful digital presence starts with understanding users'

  • 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