20 09, 2017

The Future of Car Sales Is Omnichannel

By | September 20th, 2017|Customer Experience|0 Comments

Technological innovations in automobiles have advanced rapidly in recent years, improving safety, performance and reliability. Electric drivetrains are becoming mainstream, and the advent of autonomous vehicles is only a few years away. By contrast, the dealer organizations at the front line have remained rather conventional in their approach. Even with recent attempts to streamline sales and reduce the number of dealers, the retail model has seen no radical changes in services, customer experience or cost. Today, sales, marketing and distribution still consume a significant share of the revenue from each vehicle sold. A few new entrants—most prominently Tesla, which started with a clean sheet—have built direct, online-heavy retail systems, but most of the industry is saddled with legacy dealer networks and contractual obligations. However, car-buying [...]

20 07, 2017

Corrie Carrigan: Episode Analytics

By | July 20th, 2017|Customer Experience, Customer Strategy & Marketing, Video|0 Comments

Customers increasingly care about the experience surrounding a product, and not just the product itself. Corrie Carrigan, a partner with Bain's Customer Strategy & Marketing practice, shares three ways companies can use episode analytics tools to improve customer experiences. Read the Bain Brief: Running the Business through Your Customer's Eyes

15 12, 2016

Gerard du Toit: Digital Customer Experience

By | December 15th, 2016|Customer Experience, Video|0 Comments

Companies are competing for customers with not only the quality of the product, but also with the quality of the experience. Increasingly, customers want those experiences to be simple and digital. Gerard du Toit, a partner in the Customer Strategy & Marketing practice, shares how the "customer experience factory" can transform legacy organizations by helping them achieve scalable change and win in the digital world.

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 [...]

16 04, 2016

Can Southeast Asia Live Up to Its E-commerce Potential?

By | April 16th, 2016|Asia-Pacific, Customer Experience, Customer Strategy & Marketing|0 Comments

On the face of it, Southeast Asia would seem like an e-commerce wonderland. No place on Earth matches this region in digital adoption. The people in the Philippines send more texts than any other country. Jakarta is the world’s No. 1 city for tweets. Indeed, Southeast Asia’s population of 620 million may be diverse, but its inhabitants have one important thing in common: an eagerness to use mobile technology. The region is home to more than 250 million smartphone users. Then why is it that only one in four consumers over the age of 16 in the region has ever made an online purchase? And what will it take to help Southeast Asia reach its vast potential for digital commerce? To get a clear picture [...]

29 03, 2016

How Digital Technology Is Remaking the Bank Branch

By | March 29th, 2016|Blog, Customer Experience, Financial Services|0 Comments

If you’ve been to Singapore recently, you’ve probably seen a store called Frank and wondered, “What is Frank?” When you walk in, it feels like your typical high-end retail store. Warholian pop art and Lichtenstein-esque comic strip-style illustrations (complete with speech bubbles) cover entire walls. Pendant lights and an exposed ceiling lend the space a modern, polished industrial aesthetic. And you definitely won’t find anyone wearing a suit and tie. If this was the ’90s, you might think that Frank was a good place to buy a CD or a poster of your favorite band or performer. But Frank isn’t a music store or a high-end boutique or really anything its appearance might lead you to expect. It’s a bank branch. And you’ll soon notice [...]

2 02, 2016

Infographic: Asia’s Emerging Digital Consumers

By | February 2nd, 2016|Consumer Products, Customer Experience, Infographics|0 Comments

INSPIRED BY: A New Era for Brands in Developing Asia

28 12, 2015

Who Needs a Wallet When You Have a Phone?

By | December 28th, 2015|Blog, Customer Experience, Financial Services|0 Comments

More than 2,000 years ago, in honor of the Chinese Lunar New Year, elders in China began giving coins threaded with red string, to ward off evil spirits. Red envelopes, or hongbao, stuffed with paper money later replaced the coins, and the practice spread throughout Asia. The tradition continues today, but with a modern twist. On the most recent Lunar New Year’s Eve, users of the mobile messaging app WeChat sent their money-stuffed red envelopes—1 billion of them—to family and friends electronically, on their mobile devices. Sending e-hongbao is a big sign of changing times in the banking world, but there are smaller but equally significant signs. I’ve been reading Bain’s Customer Behavior and Loyalty in Retail Banking Report, and one of the more striking [...]

15 12, 2015

Sephora: The Beauty of Customer Insights

By | December 15th, 2015|Blog, Customer Experience|0 Comments

Why do some large, established companies create so much value via digital technology, while so many others struggle to get it right? Most often it’s because they've figured out how to combine the scale advantages of incumbents with the speed and agility of native digital businesses. We call these companies digital forerunners and have found they share a number of key characteristics. My colleagues Elizabeth Spaulding, Sarah Dey Burton and I break these down in the Bain Brief, “Anatomy of a digital forerunner.” Unlike many large companies, digital forerunners are comfortable taking risks on technology investments. But they also understand that becoming "more digital" is not an end in itself. While the rapidly accelerating pace of innovation is providing new opportunities along every link in [...]

15 12, 2015

China’s E-Commerce: The New Branding Game

By | December 15th, 2015|Consumer Products, Customer Experience, Modern Marketing|0 Comments

Every single day of every week, an estimated 150,000 new Chinese shoppers join the ranks of the hundreds of millions in the country who have discovered the world of e-commerce. Online retail penetration in China reached 11% in 2014 and surpassed RMB 2.9 trillion in total value. Penetration is expected to double by 2020, according to our estimates, with the total value skyrocketing to RMB 10 trillion. But this dramatic adoption of online shopping is not the biggest news to emerge from Bain & Company’s latest research on China’s e-commerce market. The exciting finding is the way that e-commerce is now shaping consumer behavior and the profound influence those shoppers are having on online sellers. Despite the massive and steady growth in penetration and value, [...]