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.

https://www.firmsconsulting.com/promo

Episoder(830)

30: Advice for US MBA Jan 2012 Interns

30: Advice for US MBA Jan 2012 Interns

Many of our candidates are still interviewing, but we can, with a fair degree of accuracy, determine how they will do. We project a 60%-65% placement rate, which considering that internships slots are...

7 Sep 201112min

29: A Real Consulting Engagement

29: A Real Consulting Engagement

Most readers have a vague understanding of the lifestyle of a management consultant. It is cultivated by the images consulting firms work very hard to keep up. In this podcast we explain the issues fo...

1 Sep 201137min

28: Advice for Aspiring Female Consultants

28: Advice for Aspiring Female Consultants

The problem with advice for female management consultants is that most of that advice is centered on telling females consultants they need to change to fit into consulting firms. That is bad advice, b...

26 Aug 201119min

27: Poor Case Learning

27: Poor Case Learning

Oddly enough, very few candidates critically evaluate their learning styles before embarking on case training. To be fair, those who are weak at learning, present the most challenging cases for us. Th...

20 Aug 201110min

26: My 1st COO Client

26: My 1st COO Client

The power and privilege of management consulting:I was in my lower 20′s when I was given my first engagement to interact directly with the COO of a major European multinational. There is no greater pr...

14 Aug 201116min

25: Prior Experiences Deficit

25: Prior Experiences Deficit

Unfortunately, this is a common question and dilemma for many candidates. They try desperately to gain experience at Deloitte or LEK, hoping this will offer an advantage when applying to the big three...

8 Aug 201117min

24: Must-read Books

24: Must-read Books

Our book, focuses on the day-in-the-life view on management consulting. There are two other books I would strongly urge you to read. "McKinsey's Marvin Bower" by Elizabeth Haas Edersheim is the single...

2 Aug 201110min

23: Consultant to Partner

23: Consultant to Partner

Most people have a romanticized view of management consulting work. Usually wrong. I wanted to talk about my typically day/week as an associate (MBA level) consultant, and particularly how that change...

27 Jul 201125min

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