Purpose – To show that retail bank executives across the world are awakening to a realization that long‐term growth and profitability hinge on their ability to attract and retain loyal customers. Design/methodology/approach – In Bain's experience, the best tool for gauging the benefit of...

Why do some management ideas take root and remain viable and others wither and die? This article offers four fundamental reasons: all organizations are basically living, social organisms; culture is more powerful than anything else in the organization; system‐focused interventions work,...

No firm can rest on its competitive laurels. Winning companies must know how to change, not just their products and services, but their business models. Changing business models used to be a once‐a‐career challenge. Now it’s the way firms compete. Most organizations have not been terribly...

This article presents the author’s premise that success in business requires a high degree of self‐serving behavior and exclusionary methods on the part of a company’s leaders. Using numerous examples, including Tom Watson at IBM, Bill Gates at Microsoft, Andy Grove at Intel, Phil Knight...

To be effective in today’s complex and changing world, managers need new insights and skills that up‐end conventional thinking about human potential, trust, energy, initiative, and commitment. Neuroscience holds the key to accomplishing this goal. The old belief was that all sensory input...