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.

Here are some free gifts for you:

Overall Approach Used in Well-Managed Strategy Studies free download: www.firmsconsulting.com/OverallApproach

McKinsey & BCG winning resume free download: www.firmsconsulting.com/resumepdf

Enjoying this episode? Get access to sample advanced training episodes here: www.firmsconsulting.com/promo

Avsnitt(500)

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

174: Is it expensive? Author Program Q&A 4

174: Is it expensive? Author Program Q&A 4

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...

22 Sep 202112min

173: What is the ROI? Author Program Q&A 3

173: What is the ROI? Author Program Q&A 3

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...

20 Sep 202110min

172: Charlene Li, Grow your business via disruption

172: Charlene Li, Grow your business via disruption

Welcome to Strategy Skills episode 172, an episode with a sought-after public speaker and an influential thought-leader, Charlene Li. Get Charlene's new book here: https://amzn.to/2XhSdFv Charlene Li ...

15 Sep 202156min

171: April Rinne, Rethinking humanity's beliefs

171: April Rinne, Rethinking humanity's beliefs

Welcome to Strategy Skills episode 171, an episode with one of the world's leading female futurists, April Rinne. Get April's new book here: https://amzn.to/38iGhFp April Rinne is a navigator in a wor...

14 Sep 202154min

170: Gary Hamel, Everyone should be the manager

170: Gary Hamel, Everyone should be the manager

Welcome to Strategy Skills episode 170, an episode with one of the world's most influential and innovative business thinkers, Gary Hammel. Get Gary's new book here: https://amzn.to/3DkAvRZ Gary Hammel...

9 Sep 20211h 9min

169: Tom Eisenmann, Startups and their wrong decisions

169: Tom Eisenmann, Startups and their wrong decisions

Welcome to Strategy Skills episode 169, an episode with the Howard Stevenson Professor of Business Administration of Harvard Business School, Tom Eisenmann. Get Tom's new book here: https://amzn.to/3D...

7 Sep 202148min

168: Jeff Kavanaugh, Unleashing your employees

168: Jeff Kavanaugh, Unleashing your employees

Welcome to Strategy Skills episode 168, an episode with Jeff Kavanaugh. Get Jeff's new book here: https://amzn.to/3Bfd8Hr Jeff Kavanaugh is the global head for Infosys Knowledge Institute - the resear...

2 Sep 202157min

Populärt inom Business & ekonomi

framgangspodden
badfluence
varvet
rss-jossan-nina
rss-svart-marknad
rss-borsens-finest
uppgang-och-fall
rss-dagen-med-di
avanzapodden
lastbilspodden
rss-inga-dumma-fragor-om-pengar
rss-kort-lang-analyspodden-fran-di
fill-or-kill
bathina-en-podcast
bilar-med-sladd
borsmorgon
market-makers
24fragor
dynastin
svd-tech-brief