A Cannes recap, our latest Customer Confidential podcast interviews, and insights on the customer feedback rebellion
| | | | | Amid all the buzz around generative AI at Cannes (which raised more questions than were answered) one lesson came through: Earned Growth (net revenue retention plus revenue from referrals and recommendations) matters more than ever. As tech advances force marketers to relinquish control over brand narrative, they can—and should—market the products and experiences that delight customers, with a premium on authenticity because that’s what turns customers into advocates. | | |
| Effective loyalty programs can be more valuable than the business itself. Bain Fellow Fred Reichheld and Bain Partner Maureen Burns are ready to explain why, and how, but they could use your help. Please vote for them to earn a coveted speaking slot at SXSW 2025, where they will explore how modern loyalty programs use emotional benefits, service enhancements, gamification, and personalization to create real value. |
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| | Customer Confidential Episodes | |
Podcast CEO David Tudehope and author Joseph Michelli join Bain Partner Rob Markey for a close look at how Macquarie’s customer-first approach has driven shareholder returns higher and customer complaint volumes lower than any of the Australian telecom company’s competitors. |
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Podcast John Freier, president of T-Mobile’s US Consumer Group, joins Rob to discuss the company’s “Un-carrier strategy” and several other innovations that propelled a remarkable turnaround. |
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Podcast Why do some retailers excel at creating a welcoming environment for a diverse customer base, while others fall short? Bain Partners Naiara De León and Madison Dyal Anderson join Rob to discuss their research, which finds that companies that excel in customer advocacy and inclusion outperform their peers by a staggering 10 percentage points annually. |
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| Are customer feedback surveys dead? Not necessarily, thanks to AI and predictive listening, which have the potential to re-humanize customer insight and save customer experience. This recorded webinar features Bain partners Rob Markey and Bhavi Mehta, who explain how marketers can unlock new insights at every stage of the customer journey. |
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