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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Episoder(500)

412: Overall goal of every consulting interaction (Strategy Skills classics)

412: Overall goal of every consulting interaction (Strategy Skills classics)

For this episode, let's revisit a Strategy Skills classic where we discuss the overall goal of every consulting interaction. Here are some free gifts for you: Overall Approach Used in Well-Managed St...

8 Jan 20248min

411: How important is corporate strategy? (Strategy Skills Classics)

411: How important is corporate strategy? (Strategy Skills Classics)

For this episode, let's revisit a Strategy Skills classic where we discuss the importance of corporate strategy. Here are some free gifts for you: Overall Approach Used in Well-Managed Strategy Studi...

3 Jan 20249min

410: How to run a scenario planning session (Strategy Skills Classics)

410: How to run a scenario planning session (Strategy Skills Classics)

For this episode, let's revisit the 47th podcast on the Corporate Strategy & Transformation study. As I mentioned in previous posts, the reason we spend so much time on visioning workshop is because i...

1 Jan 202414min

409: Being competitive the right way (Strategy Skills classics)

409: Being competitive the right way (Strategy Skills classics)

For this episode, let's revisit the 42nd podcast on the Corporate Strategy & Transformation study. What I noticed on this, and other studies is that the associates and business analysts are very compe...

27 Des 202314min

408: Professional values on studies (Strategy Skills classics)

408: Professional values on studies (Strategy Skills classics)

For this episode, let's revisit a Strategy Skills classic where we will talk about general professional values or etiquette that consultants should apply during an engagement. We specifically discuss ...

25 Des 202316min

407: If objective function is known, It's not a corporate strategy (Strategy Skills classics)

407: If objective function is known, It's not a corporate strategy (Strategy Skills classics)

For this episode, let's revisit a Strategy Skills classic where we discuss how to identify a corporate strategy. It is actually very simple to know if a study qualifies as a corporate strategy study. ...

20 Des 202313min

406: How to communicate recommendations (Strategy Skills classics)

406: How to communicate recommendations (Strategy Skills classics)

For this episode, let's revisit a Strategy Skills classic where we discuss how to communicate recommendations that are radical in nature. If the recommendations are presented too early, they are hypot...

18 Des 202314min

405: New York Times and Wall Street Journal bestselling author, Rich Horwath — How to Develop Your Strategic Fitness

405: New York Times and Wall Street Journal bestselling author, Rich Horwath — How to Develop Your Strategic Fitness

Welcome to Strategy Skills episode 405, an interview with the author of Strategic, Rich Horwath. In his book, Rich delivers an incisive roadmap to help leaders at all levels think, plan, and act strat...

13 Des 202352min

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