519: Bain & Company's Partner Rob Markey on Customer Strategy, Customer Loyalty and Retention (Strategy Skills classics)

519: Bain & Company's Partner Rob Markey on Customer Strategy, Customer Loyalty and Retention (Strategy Skills classics)

In this episode with Rob Markey, we will discuss valuing and measuring customer loyalty. Rob highlights the gap between executives' intentions to prioritize customers and their actual practices, noting that only 8% of customers believe they receive exceptional experiences, despite 80% of executives thinking so. Rob discusses the need for companies to measure and manage customer lifetime value, using tools like Net Promoter Scores and customer segmentation. He also discusses the challenges of implementing customer-centric strategies, the importance of relationship recovery, and the role of leadership in driving these changes.

Rob Markey is a partner and director at Bain & Company and the founder of the firm's Global Customer Strategy and Marketing practice. He is a co-author of The Ultimate Question 2.0 and is the host of the Net Promoter System podcast. He is based in New York.

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Jaksot(500)

636: Dr. John La Puma on the Hidden Health Costs of Indoor Living

636: Dr. John La Puma on the Hidden Health Costs of Indoor Living

Dr. John La Puma discusses how everyday environmental choices shape sleep, cognition, and long-term health. Drawing on research from medicine, neuroscience, and environmental science, he explains why ...

16 Maalis 46min

635: McKinsey Senior Partner Chris Bradley on The Real Drivers of Long-Term Economic Growth

635: McKinsey Senior Partner Chris Bradley on The Real Drivers of Long-Term Economic Growth

Chris Bradley, Senior Partner at McKinsey & Company and Director of the McKinsey Global Institute, discusses the ideas behind his book A Century of Plenty and the long-term drivers of economic growth....

11 Maalis 54min

634: BCG's Julia Dhar on Why 70% of Major Change Efforts Fail

634: BCG's Julia Dhar on Why 70% of Major Change Efforts Fail

Julia Dhar, Managing Director at Boston Consulting Group and founder of the firm's Behavioral Science Lab, joins us to discuss why most organizational change efforts fail and what leaders can do diffe...

9 Maalis 51min

633: The Invincible Brain with Johns Hopkins Professor Dr. Majid Fotuhi

633: The Invincible Brain with Johns Hopkins Professor Dr. Majid Fotuhi

Dr. Majid Fotuhi, neurologist, neuroscientist, and adjunct professor at Johns Hopkins University, has spent decades studying how the brain ages and what determines whether cognitive performance declin...

4 Maalis 55min

632: Building Healthier Workplaces Through Attuned Leadership (with Nidhi Tewari)

632: Building Healthier Workplaces Through Attuned Leadership (with Nidhi Tewari)

Nidhi Tewari, a highly sought after wellbeing and work culture speaker who applies her experience as a licensed therapist to the work world, has spent more than a decade advising high-performing leade...

2 Maalis 54min

631: How Elon Musk Thinks (with Charles Steel)

631: How Elon Musk Thinks (with Charles Steel)

Charles Steel reflects on "more than two decades in private equity, banking," combined with "public service roles, including advising Tony Blair," and how these experiences led him to a late but power...

25 Helmi 52min

630: Business Innovation and Strategic Growth Advisor, Lorraine Marchand, on Sustaining Growth Through Innovation

630: Business Innovation and Strategic Growth Advisor, Lorraine Marchand, on Sustaining Growth Through Innovation

Lorraine Marchand, startup CEO, advisor to Johnson & Johnson, member of the Pharmaceutical Advisory Board at Columbia Business School, and faculty at Wharton, discusses how leaders can sustain growth ...

23 Helmi 53min

629: Ashley Herd, Former Head of HR North America at McKinsey, on What Effective Managers Actually Do

629: Ashley Herd, Former Head of HR North America at McKinsey, on What Effective Managers Actually Do

Ashley Herd, former Head of HR North America at McKinsey, joins this episode to discuss what effective leadership looks like in practice, especially in environments defined by speed, pressure, and inc...

18 Helmi 56min

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