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Consulting Service

Customer Strategy & Marketing

Customer Strategy & Marketing

Our team of global experts help you achieve sustainable, organic growth by focusing on three critical building blocks: an outside-in approach that puts customers first, a uniquely great customer experience and internal capabilities that ensure you deliver optimal customer interactions at every touchpoint.

Understand your customers’ needs and behaviors by developing superior segmentation capabilities, augmented by advanced analytics and testing that gets results. Provide customers with great digital experiences at radically lower costs as you transform your marketing function. And, restore customers to their rightful place as the true focus of your strategy, by understanding the critical importance of customer capital.

Deliver superior results as a CMO with FRWD@Bain, our unique approach to digital marketing acceleration, which blends bottoms-up and top-down techniques to achieve results as you build your internal capabilities.

Break down barriers to innovation and improve ongoing customer-led product development by repositioning your offerings as an integrated suite that delights your customers and meets an expanding array of their needs.

Resolve the pricing paradox by building dynamic pricing capabilities that help you set and get the right price—every time—and activate your top profit lever.

Identify quick, targeted customized solutions and operational improvements that boost underperforming sales and enhance your go-to-market strategy.

Align your marketing and brand strategy with overarching business objectives. We help you combine hard metrics with creative magic to build a customer-focused brand strategy that guides every part of your brand experience.

Design great customer experiences that build trust and advocacy through consistently positive interactions, and optimize them by tapping into the power of our NPS PrismSM benchmarking service.

Nurture promoters, your loyal customers who are more profitable and will advocate for your business—both in good times and bad.

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


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Client Results

Our Team

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Our Approach

We help you succeed by transforming three building blocks of customer-led growth—the 3D lens through which we solve problems and identify opportunities.  

Design a uniquely great customer experience tailored to meet customer needs. We identify your most important customers and appeal to their needs by creating a differentiated value proposition.

Deliver on the promises you make by building internal capabilities to optimize customer interactions at every touch point.

Reprogram your DNA to put customers and employees first. We focus on near-term results while building a long-term foundation for growth, giving your company what it needs to listen and respond to change.

NPS® and Loyalty: We wrote the book on loyalty, and have developed proven, proprietary methods to measure the health and value of your customer relationships. We have a deep understanding of how customer advocacy creates a competitive advantage and produces faster, organic growth at lower costs.

Bain Partner and author Fred Reichheld began his groundbreaking customer loyalty research more than 30 years ago. Since then we’ve published three books on customer loyalty and developed our Net Promoter Score® methodology, which has been adopted by leading corporations worldwide. Through adoption and learning, the Net Promoter Score has morphed into a system of management. As the framework expands, it informs every part of a business.

Rob Markey, Reichheld’s colleague at Bain for more than 20 years, joined him as coauthor of The Ultimate Question 2.0, published September 2011 (for more, visit Bain's Net Promoter System® site).  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 our 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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We work with ambitious leaders who want to define the future, not hide from it. Together, we achieve extraordinary outcomes.