Volume 1 | Issue 1 | 2009

The Economics of Customer Engagement

Table of Contents

In this issue:


The Customer Rules

Delivering a top-notch customer experience is more important than ever to companies’ continued success and growth. In fact, several recent studies confirm the... more »


Cultivating the Top-Priority Touchpoint

When developing and executing customer-focused strategies, there are two critical perspectives. One is the perspective that yields new fact-based customer insight from... more »

The Art and Science of Customer Profitability

Nestled in the shadow of the cultural Mecca that is New York City, the New Jersey Performing Arts Center has become a jewel in the cultural arts scene, serving a... more »

Case Studies

The Economics of Customer Engagement

As CEO of Bain & Company during the time Frederick F. Reichheld developed the Net Promoter Score (NPS) methodology, John Donahoe was privy to an in-depth view of... more »

The Best Defense Is a Great Offense

If a well-establishd industry leader holds a seemingly impenetrable 80 percent market share, why would it invest the vast resources necessary to introduce not just one... more »

C-Suite Strategies

Building the City of Gold

Dubai’s leading tourism attraction, the Dubai Shopping Festival, draws millions of visitors over the course of only one to two months per year. The DSF... more »

Business in Bloom

Jim McCann opened a flower shop in New York City in 1976 because he loved being a florist and wanted to connect with his neighbors. But it was his innovative spirit... more »

Proof Points

The Foundation of a Sustainable Competitive Advantage

“Everybody’s a mad scientist, and life is their lab. We’re all trying to experiment to find a way to live, to solve problems, to fend off madness and... more »

The Value of Individual Customers

Many business leaders today recognize that customer-centric business strategies are a more sustainable approach to achieving a long-term competitive advantage than a... more »

Loyalty 101 Revisited

The proliferation of loyalty programs today is making all too many companies look the same to customers. This is especially concerning to business leaders using those... more »

Strategy Speaks

Transaction Myopia

Over and over in our consulting practice we are struck by how difficult it is for companies and their managements to “get their heads around” the whole... more »

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