Customer feedback is pointless if a company doesn't use it to improve the customer experience. To create loyalty, Net Promoter SystemSM companies use this input to address individual customers' concerns and inform systemic improvements, explains Rob Markey, global practice leader of Bain's Customer Strategy and Marketing practice, in this short video.
Read the Bain Brief: From feedback to action
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Net Promoter SystemSM and Net Promoter ScoreSM are trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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How a customer loyalty metric spawned a movement that became a management system. About the book
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