Collection: Love Stories

Collection: Love Stories

Why show love to customers? Let us count the ways. Explore our growing collection of insights and stories drawn from our recent book, Winning on Purpose, which highlights the enduring value of Customer Centricity.

Customer Love Quiz

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Business to Human: The Era of Customer Centricity
Lara Caimi of ServiceNow sits down with Bain's Justin Murphy to discuss how a great customer experience is essential to any successful business.
Bain.com
It’s Time for Product Companies to Win Back the Customer Relationship
Advanced innovators are driving growth through new direct-to-consumer, value-added services and business models—but there is still a long way to go.
Bain.com
Radical Thought: Infuse Account Planning with the Customer’s Perspective
Ignoring customers’ sentiment leaves money on the table.
Bain.com
Happy Customers Make Happy Investors
Net Promoter Score leaders outperformed the stock market by 2.8 times over 10 years.
Snap Chart
Net Promoter 3.0
Introducing Earned Growth℠, the accounting-based counterpart to the Net Promoter Score.
Bain.com
Customer Love Story: Discover
Customer love isn’t left to chance at Discover. It’s built into the operating model.
LinkedIn
Customer Love Story: Costco
This retailer pays employees well and rewards shareholders with above-market performance. The secret: It’s all about the customer.
LinkedIn
Customer Love Story: PURE Insurance
In moments of extreme duress, an insurer builds powerful bonds with members.
LinkedIn
Customer Love Story: Warby Parker
A digital innovator uses data and empathy to create new customer experiences and build a valuable eyewear company.
LinkedIn
Love, Love Me Do: New Data Proves the Value of Customer Love
Studies by Glassdoor and NPS Prism draw the clear relationship between happy employees and happy customers.
Bain.com
Will the Bots Love Your Customers?
An increasingly digital front line must be tuned to center on the customer’s priorities.
Bain.com
Executives Explain What Customer Love Means to Them
Certain common themes emerged when we asked corporate leaders how they practice customer love.
LinkedIn

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