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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
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