What it Takes to Win with Customer Experience

Great customer experiences produce great business results. Why don’t more companies try to win with customer experience? It’s a long, hard road, especially for companies that have neglected their customers. Turning that around requires energy and resources, and it takes time. But the journey is not mysterious, and the rewards are substantial. Our research and experience over the past several years have led us to … [ Read more ]

Hook the Front Line on the Performance Improvement Habit

At the heart of Bain’s High Velocity Performance System® is the premise that for any transformational change to succeed, employee behavior must change. In service-intensive industries, it is the discretionary effort of people throughout the organization that improves operational and financial performance. Unleashing discretionary effort is only possible when companies provide people with a compelling purpose for the work they do.

The high velocity performance system … [ Read more ]

Tom Springer, Domenico Azzarello and Jeff Melton

Some people believe that a leader should delight every customer. Others argue for eliminating defects in products and interactions, or reducing the effort customers spend in dealing with a company. We think these arguments miss the point. Delight, quality and reduced effort may all be part of the package, but the goal of change has to be the creation of promoters. They are the customers … [ Read more ]