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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452: Former Deloitte's Chief Learning Officer on Reevaluating Our Relationship with Change, Ashley Goodall

452: Former Deloitte's Chief Learning Officer on Reevaluating Our Relationship with Change, Ashley Goodall

Welcome to Strategy Skills episode 452, featuring an interview with the author of The Problem with Change: And the Essential Nature of Human Performance, Ashley Goodall. Drawing on two decades spent l...

29 Maj 202452min

451: Founder and CEO of Triggers, Leslie Zane. The Power of Instinct: The New Rules of Persuasion

451: Founder and CEO of Triggers, Leslie Zane. The Power of Instinct: The New Rules of Persuasion

Welcome to Strategy Skills episode 451, featuring an interview with an award-winning marketer, TEDx speaker and authority in harnessing the instinctive mind to accelerate brand and business growth, f...

27 Maj 202448min

450: Stanford Professor and Venture Capital Expert, Ilya Strebulaev. The Venture Mindset: How to Make Smarter Bets and Achieve Extraordinary Growth

450: Stanford Professor and Venture Capital Expert, Ilya Strebulaev. The Venture Mindset: How to Make Smarter Bets and Achieve Extraordinary Growth

Welcome to Strategy Skills episode 450, featuring an interview with the coauthor of The Venture Mindset: How to Make Smarter Bets and Achieve Extraordinary Growth, Ilya Strebulaev. This book offers a ...

22 Maj 202456min

449: Navigating the New Data Rules, with Cristina Alaimo

449: Navigating the New Data Rules, with Cristina Alaimo

Welcome to Strategy Skills episode 449, featuring an interview with the coauthor of Data Rules: Reinventing the Market Economy (Acting with Technology), Cristina Alaimo. In Data Rules, Cristina Alaimo...

20 Maj 202458min

448: Google's Martin Gonzalez and Josh Yellin on Why Startups Fail

448: Google's Martin Gonzalez and Josh Yellin on Why Startups Fail

Welcome to Strategy Skills episode 448 with Martin Gonzalez and Josh Yellin. Martin is the creator of Google's Effective Founders Project and a frequent lecturer at Stanford, Wharton and INSEAD. Josh ...

15 Maj 202456min

447: AJ Jacobs on Leadership Lessons from His Year of Living Constitutionally

447: AJ Jacobs on Leadership Lessons from His Year of Living Constitutionally

Welcome to Strategy Skills episode 447, featuring an interview with the author of The Year of Living Constitutionally: One Man's Humble Quest to Follow the Constitution's Original Meaning, AJ Jacobs. ...

13 Maj 202450min

446: How to Tap the Hidden Wisdom of People Around You for Breakthroughs in Leadership and Life. Former Monitor Associate partner and Chief Learning Officer of Teach For America. Co-CEO of Transcend, Jeff Wetzler

446: How to Tap the Hidden Wisdom of People Around You for Breakthroughs in Leadership and Life. Former Monitor Associate partner and Chief Learning Officer of Teach For America. Co-CEO of Transcend, Jeff Wetzler

Welcome to Strategy Skills episode 446, featuring an interview with the author of Ask: Tap Into the Hidden Wisdom of People Around You for Unexpected Breakthroughs In Leadership and Life, Jeff Wetzler...

8 Maj 202451min

445: Navigating Career Transitions in a Complex World with Former Olympic Coach & Innovation Expert, Pete Steinberg

445: Navigating Career Transitions in a Complex World with Former Olympic Coach & Innovation Expert, Pete Steinberg

Welcome to Strategy Skills episode 445, featuring an interview with the author of Leadership Shock: Using Authenticity to Navigate the Hidden Dangers of Career Success, Pete Steinberg. Leadership Shoc...

6 Maj 202452min

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