Rob Markey: From feedback to action




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

Net Promoter® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

Net Promoter SystemSM and Net Promoter ScoreSM are trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.