Rob Markey: The "Outer Loop" of the Net Promoter System®

The Net Promoter System's "outer loop" is used to prioritize and address problems that can't be resolved by individuals or small teams. Rob Markey, a global leader in the Customer Strategy & Marketing practice, discusses why a robust, rigorous and transparent "outer loop" is essential to a solid Net Promoter System.

Read the Bain Brief: The Net Promoter System’s “outer loop”