Customer Strategy & Marketing
Customers are the source of real growth. Bain combines in-depth customer insights with practical expertise in operations and economics to help our clients create sustainable, organic growth.
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:
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.
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:
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.