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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182: What is corporate strategy? (Strategy Skills classics)

182: What is corporate strategy? (Strategy Skills classics)

For this episode, let's revisit one of the classics by Strategy Skills where we discuss the most important concepts you need to understand in order to advance your career. Be reminded about what is Co...

20 Okt 202112min

181: How to handle a "horrible" client (Strategy Skills classics)

181: How to handle a "horrible" client (Strategy Skills classics)

For this episode, let's revisit one of the classics by Strategy Skills where we answer a question from our audience. Facing a "horrible" client is a common experience in the business world. You could ...

18 Okt 202114min

180: Jonathan Brill, Turn uncertainty into opportunity

180: Jonathan Brill, Turn uncertainty into opportunity

Welcome to Strategy Skills episode 180, an episode with the former Global Futurist at Hewlett Packard, Jonathan Brill. Get Jonathan's new book here: https://amzn.to/3uG0m2F Jonathan Brill is an expert...

13 Okt 202141min

179: How to write a book even if you're "too junior" - Author Program Q&A 6

179: How to write a book even if you're "too junior" - Author Program Q&A 6

Learn more and see the application guidelines: https://www.firmsconsulting.com/experts-published-author-program/ Apply: email team@firmsconsulting.com This is a part of a 10-episode program to help o...

11 Okt 202110min

178: Should I wait to publish a solo book? Author Program Q&A 5

178: Should I wait to publish a solo book? Author Program Q&A 5

Learn more and see the application guidelines: https://www.firmsconsulting.com/experts-published-author-program/ Apply: email team@firmsconsulting.com This is a part of a 10-episode program to help o...

10 Okt 202111min

177: Matt Blumberg, How to build a successful startup

177: Matt Blumberg, How to build a successful startup

Welcome to Strategy Skills episode 177, an episode with the CEO and Co-Founder of Bolster, Matt Blumberg together with his Co-Founder Jack Sinclair. Get Matt's book here: https://amzn.to/3oqmBsv Matt ...

4 Okt 202144min

176: Kayvan Kian, Step back to move forward

176: Kayvan Kian, Step back to move forward

Welcome to Strategy Skills episode 176, an episode with a Senior Advisor to McKinsey & Company (Amsterdam), Kayvan Kian. Get Kayvan's book here: https://amzn.to/3kntLLF Kayvan Kian is the founder of t...

29 Sep 202143min

175: David Bradford, What makes a good leader in 2021

175: David Bradford, What makes a good leader in 2021

Welcome to Strategy Skills episode 175, an episode with the Eugene O'Kelly II Senior Lecturer Emeritus in Leadership at Stanford Graduate School of Business, David Bradford. Get David's new book here:...

27 Sep 202150min

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