24 07, 2017

Laura Beaudin: Social Posts Meet Net Promoter Feedback

By | July 24th, 2017|Customer Strategy & Marketing, Social Media, Video|0 Comments

Social media and the Net Promoter System® feedback can each help companies understand their customers' experiences and identify influencers. But together, these two platforms offer even more powerful insights. Laura Beaudin, a partner with Bain's Customer Strategy & Marketing practice, discusses how companies can integrate their social media and NPS® to boost customer advocacy. Read the Bain Brief: Mash-up Wanted—Social Posts Meet Net Promoter Feedback

21 07, 2017

Firm of the Future: Scale and Intimacy

By | July 21st, 2017|Customer Strategy & Marketing, Video|0 Comments

As companies grow, it becomes harder for employees in leadership positions to have genuine interactions with customers. Rob Markey, who leads Bain's Global Customer Strategy & Marketing practice, outlines how new technologies are allowing large companies to reconcile scale with intimacy and interact with customers. Read the Bain Brief: The Firm of the Future

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

12 07, 2017

Laura Beaudin: Don’t Miss the Moment on Mobile Marketing

By | July 12th, 2017|Customer Strategy & Marketing, Modern Marketing, Video|0 Comments

In a society where people report using their smartphones more than 200 times in the course of a day, mobile marketing is a vital tool for reaching consumers. Laura Beaudin, a partner with Bain's Customer Strategy practice, shares three ways marketers can effectively target consumers—and increase traffic—through mobile campaigns. Read the Bain Brief: Mobile Marketing—Don't Miss the Moment

15 05, 2017

Changing Gears 2020: How Digital is Transforming the Face of the Automotive Industry

By | May 15th, 2017|Customer Strategy & Marketing|0 Comments

Digital technologies are causing disruption across the global automotive industry. From digital engineering and 3-D printing to smart sensors and the Internet of Things (IoT), digital is poised to disrupt automotive R&D, manufacturing, sales, marketing and post-purchase services. The sector will witness the emergence of new players, such as software and mobility platform providers with nontraditional advantages, who will gain an increasing share of sector profits. Bain estimates that profits from automotive original equipment manufacturers’ (OEMs) traditionally core activities like vehicle engineering, manufacturing and sales could drop by about 8% from 2015 to 2025, even though industry profits are projected to grow about 35% in that same time frame. While the implications of digital span every part of the automotive value chain, this report will [...]

9 05, 2017

Infographic: Supercharge Your Social Listening

By | May 9th, 2017|Customer Strategy & Marketing, Infographics, Modern Marketing|0 Comments

INSPIRED BY: Mash-up Wanted: Social Posts Meet Net Promoter Feedback

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 [...]

16 08, 2016

What Big Data Means for Customer Loyalty

By | August 16th, 2016|Advanced Analytics, Customer Strategy & Marketing|0 Comments

Big Data analytics tantalize with the promise of nearly automated customer experience programs. Just tune the latest analytics software to your customer interactions and to social media sites, the pitch goes, and you can track and analyze how customers behave, as well as what they think about their experience with your company’s product or service. In reality, it’s not that simple. The human dialogue between customers and employees still matters during many of the episodes that customers experience with a company. Sure, algorithms can instantly suggest remedies after a poor interaction or reinforce the company’s brand after a great one. And certain episodes will perform better through digital channels alone, such as simple online transactions. But only humans can fix or improve the underlying processes [...]

15 07, 2016

Laura Beaudin: The Math Behind Marketing Magic

By | July 15th, 2016|Customer Strategy & Marketing, Modern Marketing, Video|0 Comments

Digital has unlocked tremendous potential for marketers to do things they've never been able to do. Laura Beaudin, a partner in Bain's Customer Strategy & Marketing practice, discusses what leading digital marketers do that sets them up for success. Read the Bain Brief: The Math, the Magic and the Customer

8 07, 2016

Using Digital Exhaust to Improve Sales

By | July 8th, 2016|Customer Strategy & Marketing, Modern Marketing|0 Comments

Customer relationship management software revolutionized how companies manage their sales pipelines. It also allowed organizations to communicate and coordinate more effectively across large sales account teams. Now a new breed of software applications is reshaping sales force management. Their common characteristic: Using digital data exhaust, which is the data generated from the regular activities of a sales force or their customers, to change the behavior of frontline sales representatives in ways that dramatically improve sales productivity and effectiveness. I will highlight three tools that hold particular promise, though many others are proving valuable as well. Read the full article on HBR.org