370: Customer strategy, customer loyalty and retention - with Bain & Company's partner Rob Markey

370: Customer strategy, customer loyalty and retention - with Bain & Company's partner Rob Markey

Listen to this thought-provoking discussion between Michael and Rob Markey, Bain and Company's partner.We talk about customer strategy, how should we define the loyalty of a customer, what generates loyalty, what steps do you take to build loyalty in a customer base. Rob Markey, 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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273: Changing a Consulting Firm

273: Changing a Consulting Firm

This podcast is a response to the email below. The client wanted to know how to change a consulting firm so that her firm could compete against McKinsey.

15 Heinä 201517min

272: Am I a dumb black kid?

272: Am I a dumb black kid?

This podcast is a controversial and thoughtful response to a letter from a reader who overheard his career counselor describing him as a "dumb black kid" who "has no future in business."

9 Heinä 201525min

271: Value Modelling: fad or fashion?

271: Value Modelling: fad or fashion?

In this podcast we look at the rise of value modelling as a shiny new management technique in 2003 and its implosion in 2009. Value modelling is a lot like other big trends like the balance scorecard,...

3 Heinä 201519min

270: Strategy Insight Ratio

270: Strategy Insight Ratio

Young consultants make some very common mistakes when they start out, and I explain how to use the strategy insight ratio to correct these problems.

27 Kesä 201510min

269: Misunderstanding "Being Analytic"

269: Misunderstanding "Being Analytic"

Aspiring and some young consultants tend to have a narrow outside-in view of management consulting. They make significant assumptions about why and how strategy studies are done, and try to replicate ...

21 Kesä 201511min

268: What Michael Jordan Can Teach You About Strategy

268: What Michael Jordan Can Teach You About Strategy

Aspiring NBA stars make a classic mistake when trying to watch, analyze and replicate the reasons why someone like Michael Jordan was so successful. In this podcast I explain why aspiring management c...

15 Kesä 201516min

267: Strategy Training Changes at Firmsconsulting

267: Strategy Training Changes at Firmsconsulting

[Update June 11] The 1st strategy training map is live! All 16 steps of strategy planning and 200+ critical points are complimentary to all our members!

9 Kesä 201521min

266: Case Studies in Strategy Projects

266: Case Studies in Strategy Projects

It is fair to say that being assigned to develop the case studies to help a team on the strategy study is considered a dead-end role for most consultants. An associate or analyst would much rather wan...

3 Kesä 201520min

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