Marc Singer, leader of the Marketing & Sales Practice in the Americas, helps clients understand a world in which power is shifting from makers of goods and services to the customers who buy them. An established leader in his field—and co-author of the best-selling and critically acclaimed book Net Worth: Shaping Markets When Customers Make the Rules—Marc 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 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 worked with a wireless telecommunications leader on a multiyear project to improve contract renewal rates.
Marc also built McKinsey’s customer lifecycle management capability in North America, which has completed more than 1,500 engagements since 1995.
“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