Marc is a leader of McKinsey Digital and of our Marketing & Sales Practice in North America. He is focused on helping clients identify and translate digital and omni-channel opportunities into sustained growth. He also helps clients make sense of the converging forces of commerce, technology, and consumer choice as proliferating customer information forces companies to rethink marketing, brands, and value. Marc has published frequently on topics from analytics to the new role of the CMO, and is a co-author of the best-selling and critically acclaimed book Net Worth: Shaping Markets When Customers Make the Rules.
Marc serves clients in a variety of consumer-facing businesses including retail financial services, hotels, airlines, gaming, retail, and telecommunications. In his recent client work, Marc developed an integrated customer experience and loyalty program strategy for a leading multibrand global hotel chain; worked with a premium retailer to improve conversion rates through better and more frontline uses of its shopping and loyalty program data; helped a top bank develop an integrated program to improve customer satisfaction rates while lowering attrition; and helped a digital music subscription business with subscriber growth and retention.
Marc also built McKinsey’s Customer Lifecycle Management capability in North America, which has completed more than 1,500 engagements since 1995.
In addition to Net Worth, Marc is the author of numerous articles in the McKinsey Quarterly and Harvard Business Review.
“Using marketing analytics to drive superior growth,” McKinsey & Company, June 2014
“Making loyalty pay: Six lessons from the innovators,” Forbes, February 2014
“Prediction for 2013: ‘Operations’ becomes a key word in marketers’ vocabulary,” McKinsey on Marketing & Sales, December 2012
“Three lessons for today's chief marketing and sales officers,” Forbes, June 2012
“The Superbowl ad show: Was the return on investment worth it?” McKinsey on Marketing & Sales, March 2012
“Badges & benefits: You're missing the loyalty points,” Forbes, February 2012
Net worth: Shaping markets when customers make the rules, Harvard Business Press, 1999
- Stanford University MBA
- University of California, Haas School of Business BSc, marketing and finance