Publications

  • Firing Up the Customer Experience Factory

    June 11, 2018 | Bain Brief

    How to create experiences that are simple, digital and tuned to what customers value.

  • The B2C Elements of Value

    March 08, 2018 | Bain infographic

    What do consumers value? Knowing the answer can help companies improve performance—and even unlock new markets.

  • Running the Business through Your Customer's Eyes

    July 07, 2017 | Bain Brief

    To create a truly excellent customer experience, more companies are turning to new key unit of management: the episode.

  • How to Build Better Customer Episodes

    May 25, 2017 | Bain infographic

    Companies can successfully manage these important interactions with four easy steps.

  • Frédéric Debruyne: Simple and Digital

    November 17, 2016 | Bain video

    Companies can focus on three core elements to make their processes simple and digital while keeping the customer in mind.

  • Explore the B2C Elements of Value

    October 12, 2016 | Bain interactive

    What do consumers value? Bain research has identified 30 Elements of Value in four categories.

  • The Elements of Value

    August 09, 2016 | Harvard Business Review

    Understanding the 30 elements of value can help managers creatively add value to their brands, products and services and thereby gain an edge with consumers.

  • How Brands Can Prepare for European Retailing's Tectonic Shifts

    March 16, 2016 | Bain Brief

    Europe’s grocers are grappling with the weakening performance of big-box stores, the rise of everyday value concepts and the acceleration of e-commerce. Here's how consumer goods companies can control their own destinies and protect margins in this changing retail landscape.

  • Nail These Five Questions to Design a Great Customer Experience

    April 13, 2015 | Forbes.com

    Creating experiences that consistently impress and stand out from the crowd remains a difficult endeavor, and companies often falter after an initial burst of energy. Companies serious about building a compelling experience need to develop thorough, nuanced answers to five questions.

  • Are you experienced?

    April 08, 2015 | Bain infographic

    By addressing five key questions, customer experience leaders develop the capabilities to make the design process more effective and repeatable.