Insights for Customer-led Growth Leaders
We support your entire executive committee, from the CEO to the CMO, CCO, and other customer-focused growth leaders, with a wide range of tools and capabilities from best-of-breed partners. From CX strategy and vision to digital transformation to fostering a customer-centric culture, these senior leaders play a critical role in creating and enhancing the customer relationships that are core to sustained growth. The resources below can help accelerate progress on this broad and critical mandate.
Customer-centric leaders outperform in shareholder return
Customer-centric leaders outperform in shareholder return
NPS leaders not only outperform when it comes to earning customer loyalty, they also excel in creating shareholder value. In certain sectors (auto, telecom, grocery, and others) TSR performance was even higher for customer loyalty leaders, as was growth in revenue and operating income.
Note: US publicly traded companies, 2016-2025. Source: Bain NPS Prism, S&P Capital IQ
Winning requires a new customer transformation blueprint
Winning requires a new customer transformation blueprint
Propel growth with a strategic roadmap that delivers maximum customer value
Step 1: Develop a bold Customer Value Creation Plan (VCP)
Step 2: Execute with a powerful transformation engine
Step 3: Build a strong customer-centric foundation
Resources for Growth Leaders
Resources for Growth Leaders
Create your personal development plan, defining your role with a customer-centric mindset and clear objectives to ensure you thrive in the position.
Keep up to date with conversations and insights from loyalty leaders as they discuss their customer-centric approaches and experiences, and share expert insights.
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Our pioneering work in brand strategy, customer loyalty, Agile, and test-and-learn techniques shape our insights into industry-leading customer experience strategies.
The Loyalty Forum is a community of growth leaders and Bain experts who can provide insights on customer centricity, share best practices and benchmarks, and provide networking opportunities.
Accelerating Customer-Led Growth
Dive into case studies where customer-centric thinking reshaped outcomes and generated maximum value.
Personalization in Banking Is Broken
Personalization in Banking Is Broken
Fixing it requires a shift in focus, from platforms to people and agentic workflows.
Personalization in Banking Is Broken
Fixing it requires a shift in focus, from platforms to people and agentic workflows.
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Want to hear more from today’s growth leaders?
Customer Confidential
In this podcast series, Bain partner Rob Markey talks with growth leaders about what they do to turn customers into superfans.
Customer Obsession
Bain Fellow Fred Reichheld, creator of the Net Promoter Score℠ and Net Promoter System®, offers insights and practical tips for accelerating loyalty-powered growth..
Analyst Recognition
Analyst Recognition
