Gå offline med appen Player FM !
519: Bain & Company's Partner Rob Markey on Customer Strategy, Customer Loyalty and Retention (Strategy Skills classics)
Manage episode 462089910 series 2391358
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
511 episoder
519: Bain & Company's Partner Rob Markey on Customer Strategy, Customer Loyalty and Retention (Strategy Skills classics)
The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving
Manage episode 462089910 series 2391358
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
511 episoder
Alla avsnitt
×

1 527: Senior Researcher at Harvard Kennedy School on ‘Make Work Fair’ 47:21


1 526: The University of Texas Professor on How to Improve Your Virtual Communication 57:09


1 525: Quantifying the Real Value and Impact of Thought Leadership 52:34


1 524: Harvard Law School Alum on How to Train Your Team Effectively 46:59


1 523: Boston Consulting Group's Martin Reeves on 'The Imagination Machine' (Strategy Skills classics) 1:00:01


1 522: Former Editor of the Financial Times on the Secret Story of the World's Greatest Disruptor 45:37


1 521: Ex-Accenture Global CEO on Transformation: Human-Powered Leadership in a Disrupted World 52:32


1 520: A Harvard Expert’s Guide to Mastering Conversations 51:22


1 519: Bain & Company's Partner Rob Markey on Customer Strategy, Customer Loyalty and Retention (Strategy Skills classics) 1:07:20


1 518: Former EY and KPMG Managing Director, Michael J. Lopez, on Strategies for Navigating Change 47:01


1 517: Digital Transformation Consulting: Technology Leader Insights 8:33


1 516: Professor of Psychology on Succeeding as an Immigrant 58:36


1 515: McKinsey, BCG, Bain, Deloitte, PwC et al. Consulting Job Application Office Selection 16:12


1 514: How to Select Consulting Specialization 9:51


1 513: 9-Figure Founder and E&Y Entrepreneur of the Year on How to Be Successful 56:28
Välkommen till Player FM
Player FM scannar webben för högkvalitativa podcasts för dig att njuta av nu direkt. Den är den bästa podcast-appen och den fungerar med Android, Iphone och webben. Bli medlem för att synka prenumerationer mellan enheter.