Closing the loop not only lets customers know that you have heard their feedback, but it also brings the customer’s voice right inside the organization. In this short video, Rob Markey, global practice leader of Bain's Customer Strategy & Marketing practice, explains why this step is a central element of the Net Promoter SystemSM.
Read the Bain Brief: Closing the loop
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Net Promoter SystemSM and Net Promoter ScoreSM are trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.