About Laura Beaudin

Laura Beaudin is a partner in Bain & Company's San Francisco office. She is a leader and active contributor to the firm's Digital, Customer Strategy & Marketing, Telecom, Media and Technology practices. Since joining Bain in 2000, Laura has focused on the intersection of media and marketing, helping media, entertainment and technology companies develop customer-led growth strategies.
28 02, 2017

How Net Promoter Feedback Can Supercharge Social Listening

By | February 28th, 2017|Blog, Customer Strategy & Marketing, Modern Marketing|0 Comments

By Laura Beaudin and Joshua Rossman Social media and customer loyalty programs such as the Net Promoter System have advanced along largely separate paths of development. But what would their union produce? We think it could unlock significant growth in customer advocacy and lifetime value. The rewards reaped by businesses that use the Net Promoter System have been well documented. Net Promoter companies commit to processes that help everyone focus on earning the passionate loyalty of both customers and employees. They regularly get feedback from customers about a recent experience or interaction. Based on a simple question or two—namely, “would you recommend X company to a friend or family member, and why?”—they classify customers as promoters, passives or detractors. They loop the resulting feedback to [...]

18 08, 2016

The Digical Lesson of Pokémon Go

By | August 18th, 2016|Blog, Customer Experience, Modern Marketing|0 Comments

By now, you’ve probably heard of the mobile gaming phenomenon that is Pokémon Go. Perhaps you’re even among the tens of millions of people who downloaded it at a record-breaking pace, making it the biggest mobile game in US history. The app taps the geo-positioning and camera functions of your smartphone, and encourages you to walk around your city looking to catch virtual Pokémon—short for “pocket monsters”—that pop up in seemingly random places. But their locations are hardly random: The game’s developers looked at years of Google Maps and other location data to find interesting and intuitive places to harbor Pokémon. And, not surprisingly, there are sponsored locations as well. Companies and marketers around the world are already working hard to tap into the game’s [...]