Video
It takes more than a CEO to create a customer-centric business. Rob Markey, a global leader in Bain's Customer Strategy & Marketing practice, explains how a customer advocacy office, or CAO, can be a focal point for learning about—and improving—the customer experience.
Read the Bain Brief: The Essential Role of a Customer Advocacy Office

The Loyalty Insights Series
Rob Markey and members of Bain's Customer Strategy & Marketing practice discuss key concepts and best practices of Net Promoter System in these short videos.