Publications

  • Turning Rewards into Loyalty

    February 07, 2017 | Bain Brief

    Many consumers cherish rewards programs. Yet most such programs do not generate enduring loyalty.

  • Mash-up Wanted: Social Posts Meet Net Promoter Feedback

    February 06, 2017 | Bain Brief

    Blending social media data with Net Promoter feedback could be the key to significant growth in customer advocacy.

  • What Big Data Means for Customer Loyalty

    August 08, 2016 | Bain Brief

    Only humans can fix broken policies or processes, but analytical tools can amplify their reach.

  • The Psychometrics of Customer Feedback

    July 13, 2016 | Expert Commentary

    Survey structure can trigger undesirable psychological phenomena, but asking the right questions first can limit these risks.

  • Loyalty Insights: Assessing Your Net Promoter System®

    March 17, 2016 | Customer Strategy & Marketing | Bain Brief

    Thousands of companies have adopted the Net Promoter System over the past 10 years. But building a customer-centric company through Net Promoter is a complex and arduous journey. A rigorous assessment can help companies at any stage of that effort determine where they are following best practices

  • Who's responsible for employee engagement?

    December 11, 2013 | Bain Net Promoter System® | Bain Brief

    Many senior executives preach a gospel of engagement but undercut themselves by abdicating responsibility to corporate staff, often HR. Engagement leaders such as Rackspace, AT&T, Intuit and Cintas take a different approach. They empower line supervisors to lead the charge, giving them the right

  • Making it personal: Rules for success in product customization

    September 16, 2013 | Bain Net Promoter System®, Retail | Bain Brief

    Brands are taking personalization a big step forward into mass customization. They are discovering that they can elevate customer loyalty and engagement—and use their customer base as an engine of advocacy to potential buyers.

  • Foster customer loyalty to offset lost fees

    December 07, 2010 | Customer Strategy & Marketing, Financial Services | American Banker

    New regulations make it more difficult for banks to expand profits by levying nuisance fees, which until recently accounted for up to 40% of many banks' checking account profits and a significant portion of their gross margins.