Customer Experience

What we do
Our customer experience approach encompasses a series of customer interactions—your brand, offerings and touch points—and draws upon a foundation of decades of client work and research. The goal is not simply customer satisfaction, but building a base of promoters. We deeply understand that positive customer experience and advocacy drive competitive advantage, leading to faster organic growth and lower cost. Our customer-focused approach to brand management, channel strategy and marketing mix can more than double a company's organic revenue growth rates.

The business logic is clear, but difficult to execute—only one in nine companies succeed. There are four typical obstacles to success: vision, value, execution and commitment. Bain teams work alongside client leaders at all levels of the organization to deliver superior customer experience.

We help our clients succeed by transforming three building blocks of customer experience—interrelated disciplines that Bain terms "3-D customer-led growth": We create a differentiated customer experience design, tailored to target customer needs and economics; re-engineer infrastructure to optimize customer interactions with the brand, offerings, and touch points to consistently deliver and make continuous improvements to the design; and reprogram the company’s DNA to put customers and employees first. We work with clients to generate near-term results; however, the path to leadership is typically a multi-year transformation process. With that in mind, we help clients build the capabilities to support a long-term foundation for growth.

Leaders adapt the common model to their environments—customer advocacy drivers vary widely by industry. We have the depth and the breadth of industry experience to offer ‘outside in’ approaches to deliver great customer experience in every industry and sector. Bain teams rely on a comprehensive, data-driven process. Our recommendations are actionable and pragmatic, and we work collaboratively with client teams to develop tailored customer experience delivery solutions.
We develop insights that work for our clients. Our approach and recommendations are highly customized and lead to practical actions. Visit Bain Insights to read more, or stay current on the topics you care about most by downloading the Bain Insights app today.
Our team

Our leadership team

In addition to the leaders listed above, we have an extensive and diverse team of experts ready to serve the needs of clients worldwide. Please contact us to submit a business inquiry.