The Bain Results Brief, a bi-monthly electronic newsletter for senior executives, features practical strategies to help management make the big decisions: on strategy, operations, mergers & acquisitions, technology, and organization.
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Putting social media to work
Customers who engage with companies over social media are more loyal and they spend up to 40 percent more with those companies than other customers. As social media evolves, the long-term winners will be those companies that take the time to step back and focus their social media efforts on concrete business goals and key customers—and measure the results.
The Ultimate Question
"Would you recommend us to a friend?" This simple measure of customer loyalty remains the ultimate question years after it was unveiled. Thousands of leading companies have built it into their everyday operations. Today, Net Promoter® has evolved into a management system that focuses frontline employees and executive leaders on the desires of their customers and boosts profitability, growth and customer delight.
Management Tools & Trends 2011
by Darrell Rigby and Barbara Bilodeau
Since launching our first survey of Management Tools & Trends in 1993, we have tracked executives' attitudes and behaviors through a wide range of economic cycles. We watched as managers pulled away from the recession of 1990-91, maneuvered through the speed bumps of 1996, slowed for the painful 2001 recession and slammed into the Great Recession of 2007-09. Familiar patterns are emerging: profound fear that the world has deteriorated forever is
followed by increasing optimism that economic challenges strengthened companies' positions and the future will now be brighter.
How leaders get the most out of their salesforce
by Dianne Ledingham, Carsten Schymik and Melanie Sanders
For companies focused on growth, one of the biggest opportunities is making sales more productive. But running a company's sales engine at peak performance takes more than a tune-up. And no selling organization can afford the luxury of taking the engine apart for an extended overhaul.
Realize results: Busting three common myths of change management
by Patrick Litre, Alan Bird, Gib Carey and Paul Meehan
The best of intentions are never enough. Your goal is to lose 10 pounds and get fit. You invest in the latest home gym device and install it in
your basement. And there it sits—while you lounge on the couch, wondering why you're not getting into better shape.