Customer Strategy & Marketing Publications

  • Customer loyalty in retail banking: North America 2010

    October 05, 2010 | Financial Services | Bain report

    Organic growth rooted in strong customer relationships and the economic rewards they deliver will be the best path forward for retail banks in the years ahead.

  • Foul-weather friends

    July 21, 2010 | Customer Loyalty | BRW

    Deep cost cutting compromises service. And to make up for lost revenues, companies sometimes add new charges and fees, which make customers feel they are being gouged. But the negative effects of lost customer trust can be deep and long lasting.

  • Unlock the power of pricing

    June 30, 2010 | Consumer Products | Bain video

    Pricing is an unusually complex issue; hundreds of factors affect a company's price environment. It is well known that pricing impacts profits more than any other lever, yet pricing capabilities are under-developed in most companies.

  • Linking loyalty and growth

    March 09, 2010 | Customer Loyalty | Bain capability brief

    Companies looking to boost sustainable organic growth need to crack two parts of a complex challenge simultaneously. They must figure out how to meet the most important needs of attractive customer segments in ways that make them stand out from competitors.

  • Closing the customer feedback loop

    March 09, 2010 | Customer Strategy & Marketing | Results Brief

    Companies need practical ways to convert the voice of the customer into front-line action. One of the most powerful approaches uses closed-loop customer feedback based on Net Promoter® Score.

  • Don't cut customer service

    February 28, 2010 | Performance Improvement | CEO Forum

    When downturns strike, companies sometimes blindly cut customer service costs, sacrificing service quality in a quest to hit short-term financial targets. When the economy starts recovering, they beef up investments in customer service to win back customers. And find it's too late.

  • With the right feedback systems you're really talking

    January 29, 2010 | Customer Loyalty | Australian Financial Review

    Cheryl Pasquale, a branch manager at Charles Schwab, starts her workday with this morning ritual: As soon as she arrives at her desk, she fires up her laptop, logs on to Schwab's intranet, and pulls up the latest customer feedback report for her office.

  • Closing the customer-feedback loop at Charles Schwab - video

    December 17, 2009 | Customer Loyalty | Bain Brief

    SM disciplines are at the core of a new focus on direct customer feedback that Charles Schwab & Company credits with turning around their business.

  • Net Promoter Score℠: A primer

    December 17, 2009 | Customer Loyalty | Bain video

    Instead of building elaborate, centralized customer research mechanisms, these firms begin their feedback loop at the front line. Employees working there receive evaluations of their performance from the people best able to render an appraisal-the customers they just served.

  • Closing the customer-feedback loop at Charles Schwab - video

    December 17, 2009 | Customer Loyalty | Bain Brief

    SM disciplines are at the core of a new focus on direct customer feedback that Charles Schwab & Company credits with turning around their business.