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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443: Negotiations in B2B sales and day to day leadership situations with Andres Lares

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Welcome to Strategy Skills episode 443, featuring an interview with the co-author of Persuade: The 4-Step Process to Influence People and Decisions, Andres Lares. This book deliver a concise and insig...

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441: How do I know what is corporate strategy (Strategy Skills classics)

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15 Apr 202411min

439: How to think about financial strategy | management consulting (Strategy Skills classics)

439: How to think about financial strategy | management consulting (Strategy Skills classics)

For this episode, let's revisit a Strategy Skills classic where we discuss about financial strategy.   Here are some free gifts for you: Overall Approach Used in Well-Managed Strategy Studies free do...

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438: Scenario planning's common problems (Strategy Skills classics)

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For this episode, let's revisit a Strategy Skills classic where we discuss scenario planning's common problems.   Scenario planning / Scenario Analysis is a powerful tool in consulting. This is how to...

8 Apr 20249min

437: Google's Laura Mae Martin on How to Be Productive

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3 Apr 202454min

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