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)

603: Philosopher Ivo Brughmans — Paradoxical Leadership, Management Consulting, Polarities, Dilemmas, The Metaphor of the Bus, Being Driven from Inside

603: Philosopher Ivo Brughmans — Paradoxical Leadership, Management Consulting, Polarities, Dilemmas, The Metaphor of the Bus, Being Driven from Inside

Welcome to an interview with the author of Paradoxical Leadership: How to Make Complexity an Advantage, Ivo Brughmans. Paradoxical Leadership reveals how to transform divisive dilemmas into creative s...

16 Aug 202357min

602: Former Bain & Company Director Michael Farmer — Differences Between McKinsey, Bain and BCG, Strategy Consulting, Helping Ad Agencies and Their Clients Navigate the Changes in the Media Landscape, Transformation of a Creative Ad Agency (Huge)

602: Former Bain & Company Director Michael Farmer — Differences Between McKinsey, Bain and BCG, Strategy Consulting, Helping Ad Agencies and Their Clients Navigate the Changes in the Media Landscape, Transformation of a Creative Ad Agency (Huge)

Welcome to an interview with the author of Madison Avenue Makeover: The Transformation of Huge and the Redefinition of the Ad Agency Business, Michael Farmer. He also wrote the award-winning Madison A...

14 Aug 20231h 1min

601: Winning in the age of digital and AI (with McKinsey senior partner, Kate Smaje)

601: Winning in the age of digital and AI (with McKinsey senior partner, Kate Smaje)

Welcome to an interview with the author of REWIRED: The McKinsey Guide to Outcompeting in the Age of Digital and AI, Kate Smaje. The book REWIRED delivers a road-tested, how-to manual that Mckinsey co...

9 Aug 202346min

600: Watching cases vs. listening to cases (Case Interview & Management Consulting classics)

600: Watching cases vs. listening to cases (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we speak about learning cases through listening and watching. When learning cases, it is far more effective to wa...

7 Aug 20235min

599: Neat calculation sheets are important (Case Interview & Management Consulting classics)

599: Neat calculation sheets are important (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we explain why neatness and writing style is so important. It is really surprising how little care candidates tak...

2 Aug 20235min

598: Mathematical precision hurts (Case Interview & Management Consulting classics)

598: Mathematical precision hurts (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we speak about mathematical precision. As counter-intuitive as this sounds, mathematical precision in cases hurts...

31 Jul 20235min

597: Speaking advice for cases (Case Interview & Management Consulting classics)

597: Speaking advice for cases (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we speak about communication skills. If you read forums worldwide everyone is obsessed with cracking the case. Ye...

26 Jul 20235min

596: Failing to Provide Sufficient Case Detail (Case Interview & Management Consulting classics)

596: Failing to Provide Sufficient Case Detail (Case Interview & Management Consulting classics)

For this episode, let's revisit a Case Interview & Management Consulting classic where we speak about case details. Candidates are typically surprised to hear they have been declined for not providing...

24 Jul 20235min

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