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Consulting Service

Customer Strategy & Marketing

Bain helps you achieve organic, profitable growth by focusing on three critical building blocks: an outside-in approach that puts customers first, a differentiated customer experience and internal capabilities that ensure you deliver optimal customer interactions at every touchpoint.

Our team of global experts can help you:

  • Understand your customers’ needs and behaviors by developing superior segmentation capabilities, augmented by advanced analytics and testing that lead to actionable insights.
  • Break down barriers to innovation and improve ongoing customer-led product development to reimagine your offerings as an integrated suite that delights your customers and meets an expanding array of their needs.
  • Resolve the pricing paradox—pricing is the top profit lever, yet remains underdeveloped in most companies—by building dynamic pricing capabilities that help you set and get the right price, every time, and capitalize on in-year revenue opportunities.
  • Identify quick, targeted customized solutions and strategic, operational improvements that can boost underperforming sales organizations and enhance your go-to-market strategy.
  • Align your marketing and brand strategy with your overarching business objectives and combine hard metrics with creative magic to build a customer-focused brand strategy that goes far beyond cosmetic brand communications.
  • Provide a great customer experience that earns advocacy through the consistent delivery of positive interactions.
  • Nurture promoters, loyal customers who are more profitable and advocate for your business in good times and bad.

Customer-centric businesses build a virtuous cycle we call the "customer wheel." We help companies at every stage of growth, developing custom solutions and collaborating with all levels of the organization.

Insights

Client Results

Our Team

Our Approach

We help our clients succeed by transforming three building blocks of customer-led growth—the 3D lens through which clients solve problems and identify opportunities. We work with our clients to:

  • Design a customer experience that is differentiated and tailored to meet customer needs. We do this by identifying a company's most important customers and appealing to those needs by creating a value proposition that is unique.
  • Deliver on the promises they make by building capabilities to optimize customer interactions at every touch point.
  • Reprogram their DNA to put customers and employees first. We focus on generating near-term results and building a long-term foundation for growth and giving companies what they need to keep listening and responding to change.

NPS® and Loyalty: We literally wrote the book on loyalty. Bain has developed proven, proprietary methods to measure the health and value of the customer relationship. We have a deep understanding of the ways that customer advocacy creates competitive advantage, producing faster organic growth at lower cost.

Bain partner and author Fred Reichheld began his groundbreaking customer loyalty research more than 30 years ago. Since then Bain has written three books on customer loyalty and has developed the Net Promoter Score℠ methodology. Net Promoter® has been adopted by leading corporations worldwide, and Bain has supported the development and implementation of NPS® at many of them. Through adoption and learning, the Net Promoter Score has morphed into a system of management. As the Net Promoter framework expands, it touches every part of a business.

Rob Markey, Fred Reichheld’s colleague at Bain for over 20 years, joined him as coauthor of The Ultimate Question 2.0, published September 2011 (for more information, please visit Bain's Net Promoter System® site). Mr. Markey was an important reader and adviser on the first edition of the book. He leads the NPS Loyalty Forum and is the head of Bain’s Global Customer Strategy and Marketing practice.

BothBrain® is a registered trademark of Bain &Company, Inc.
 
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc

 

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