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

Avsnitt(830)

185: Mining Lessons

185: Mining Lessons

In this podcast, by the editor, we discuss the very counter-intuitive manner in which McKinsey and BCG partners manage engagements, teams and clients. We present 5 crucial differences which may seem n...

9 Mars 201419min

184: Mining Sector

184: Mining Sector

This is a related podcast to our mining book.

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183: Agribusiness

183: Agribusiness

This detailed podcast, by the engagement partner, discusses a striking reality of most engagements: a problem is never what it appears to be at first. In this Succeeding as a Management Consulting boo...

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182: Power Utilities

182: Power Utilities

This detailed podcast, by the engagement senior-partner, discusses the most challenging assignment Firmsconsulting took on to advise a client in preparing one of the Succeeding as a Management Consult...

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181: Public Sector

181: Public Sector

This detailed podcast, by the engagement partner, discusses the difficulties faced by many European State-Owned-Enterprises during the 2008-2011 recession when many simultaneously saw a drop in revenu...

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180: Retail Banking

180: Retail Banking

This detailed podcast, by the engagement senior-partner, discusses the challenges and complexities of running an engagement to advise on the economics and strategy of a large micro-finance enterprise.

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179: Premium Books

179: Premium Books

In this podcast we discuss the detailed effort which goes into preparing the multimedia/premium management consulting books. We discuss the engagements we run and the client issues faced, the developm...

1 Feb 201415min

178: Editor's Notes

178: Editor's Notes

In this podcast we isolate the 5 most important and counter-intuitive lessons from the popular book.

26 Jan 201421min

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