Preview Mode Links will not work in preview mode

The Strategy Skills Podcast: Strategy | Leadership | Critical Thinking | Problem-Solving

The Strategy Skills Podcast is the channel where strategy partners teach you the tools and techniques to solve mankind’s greatest problems. Learn all the skills of McKinsey and BCG consultants without having to work at a consulting firm. Our podcasts have been downloaded over 2 million times worldwide and we rank in the Top 10 career podcasts in most countries. Opt-in to our newsletter at www.firmsconsulting.com to receive free sample Insider content that we share nowhere else.

Each year we pick one consulting study and narrate the analyses, client interactions and recommendations so you can understand how the strategy is developed. Detailed videos and power-points to accompany the podcasts can be found on our website.

The podcast teaches both technical analyses and soft skills like communication. We discuss concepts to help listeners advance their strategy, operations and implementation skills, enhance their critical thinking ability and build their executive presence.
www.firmsconsulting.com
www.strategytraining.com

  1. All Episodes
  2. 519: Bain & Company's Partner Rob Markey on Customer Strategy, Customer Loyalty and Retention (Strategy Skills classics)

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

Jan 20, 2025

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