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)

161: How publishing a book fast-tracked me to partnership

161: How publishing a book fast-tracked me to partnership

Learn more and see the application guidelines: https://www.firmsconsulting.com/experts-published-author-program/ Apply: email team@firmsconsulting.com This is the 1st of a 10 episode program to help ...

22 Juli 202127min

160: Rob Barnett, Increase your hire-ability

160: Rob Barnett, Increase your hire-ability

Welcome to. Strategy Skills episode 160, an episode with Rob Barnett. Get Rob's new book here: https://amzn.to/3i9rMbo Rob Barnett is a headhunter, management executive, podcaster, entrepreneur and au...

14 Juli 202154min

159: Ash Fontana, The AI-first company

159: Ash Fontana, The AI-first company

Welcome to. Strategy Skills episode 159, an episode with Ash Fontana on the future of AI. Ash just published a great book on AI, THE AI-FIRST COMPANY, please see a link below. THE AI-FIRST COMPANY: ht...

23 Juni 20211h 3min

158: Location is leverage or proximity is leverage (Monday Morning 8 a.m. #29, part 3)

158: Location is leverage or proximity is leverage (Monday Morning 8 a.m. #29, part 3)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this ne...

26 Maj 202115min

157: Google, Apple, Microsoft, Amazon and Facebook's AI advantage (Monday Morning 8 a.m. #29, part 2)

157: Google, Apple, Microsoft, Amazon and Facebook's AI advantage (Monday Morning 8 a.m. #29, part 2)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this ne...

25 Maj 20219min

156: 7-Eleven's inconvenient truth about convenience (Monday Morning 8 a.m. #29, part 1)

156: 7-Eleven's inconvenient truth about convenience (Monday Morning 8 a.m. #29, part 1)

Hello everyone! This is Monday Morning 8 a.m., a weekly newsletter where we distill the insights from all of the distractions, articles, and emails that you receive in your inbox every day. In this ne...

24 Maj 202110min

155: Taming the beast tech has become with actionable solutions. With Cognizant's Ben Pring

155: Taming the beast tech has become with actionable solutions. With Cognizant's Ben Pring

How can we take back control of technology so it will shape the society we want for ourselves instead of becoming a monster we can no longer tame? Monster: A Tough Love Letter On Taming the Machines t...

20 Maj 20211h 1min

154: Harvard's Gorick Ng on career secrets

154: Harvard's Gorick Ng on career secrets

"The book demystifies what managers expect but never explain and what top performers do subconsciously. These unspoken rules create an unlevel playing field between insiders and outsiders. My book bri...

19 Maj 202159min

Populärt inom Business & ekonomi

framgangspodden
varvet
badfluence
rss-jossan-nina
rss-borsens-finest
rss-svart-marknad
avanzapodden
svd-tech-brief
uppgang-och-fall
rss-dagen-med-di
fill-or-kill
borsmorgon
lastbilspodden
affarsvarlden
rss-inga-dumma-fragor-om-pengar
kapitalet-en-podd-om-ekonomi
bathina-en-podcast
tabberaset
bilar-med-sladd
rss-den-nya-ekonomin