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How to build a Net Promoter® system

How to build a Net Promoter® system

An increasing number of companies are installing Net Promoter® systems that focus their organizations on earning the passionate loyalty of both customers and employees. To read more about how to build one in your company, perform an assessment of your own company's NPS® efforts, watch videos of executives at trail-blazing Net Promoter companies and more, go to www.netpromotersystem.com.

The Loyalty Insights Series

- Bain Brief
- March 26, 2013
The keys to effective learning
By Rob Markey and Fred Reichheld
A good Net Promoter system empowers employees by teaching them the skills they need to generate loyalty and enthusiasm among customers.
- Bain Brief
- November 27, 2012
Closing the loop
By Rob Markey and Fred Reichheld
Closing the loop is a central element of the Net Promoter® system.
- Bain Brief
- September 21, 2012
From feedback to action
By Rob Markey and Fred Reichheld
The tight link between feedback and action is a key design element of Net Promoter systems. The systems provide different kinds of feedback, and they encourage action at multiple levels of the organization.
- Bain Brief
- July 31, 2012
Developing a root cause capability
By Rob Markey and Fred Reichheld
Customers can always articulate what’s bothering them or what they most like about a company. But they don’t always know the full story behind their own feelings.
- Bain Brief
- March 23, 2012
The economics of loyalty
By Rob Markey and Fred Reichheld
Just how valuable are your most valuable customers?
- Bain Brief
- February 14, 2012
Net promoter: Creating a reliable metric
By Rob Markey and Fred Reichheld
How to compile accurate, trustworthy scores week in and week out.
- Bain Brief
- December 08, 2011
Introducing: the Net Promoter system
By Rob Markey and Fred Reichheld
You've probably heard of Net Promoter scores as a measure of loyalty. But do you know how a Net Promoter system can transform your business?

From the authors of The Ultimate Question 2.0

- Forbes.com
- August 21, 2012
The critical question every company must ask
By Rob Markey and Fred Reichheld
Not sure if your customers are loyal to your brand? Here's how you can find out.
- HBR.org
- July 17, 2012
Earn customer loyalty without losing your shirt
By Rob Markey
Don't just set your employees free to do "whatever it takes" to delight customers. Instead, do the hard work of creating a framework that helps your employees succeed.
- WSJ.com CFO Journal
- March 09, 2012
The numbers no CFO should ignore
By Fred Reichheld and Rob Markey
How CFOs are finding new ways to account for their most valuable asset: customers.
- HBR.org
- March 13, 2012
The value in wowing your customers
By Fred Reichheld
In a "Golden Rule" culture, employees go out of their way to please customers.
- HBR.org
- January 27, 2012
Transform your employees into passionate advocates
By Rob Markey
Loyal, passionate employees bring a company as much benefit as loyal, passionate customers.
- Forbes.com
- January 25, 2012
Measuring happiness
By Fred Reichheld
Employee happiness and customer happiness are two sides of the same coin.
- HBR.org
- October 25, 2011
Profiting from the Golden Rule
By Fred Reichheld
Reputation is earned through the simple, age-old concept of the Golden Rule: treat others as you yourself would want to be treated.
- HBR.org
- October 10, 2011
Engage employees using customer service tactics
By Rob Markey
The same techniques that help companies earn customer loyalty also work with employees.
- HBR.org
- September 27, 2011
Twitter, travel and the power of the engaged employee
By Rob Markey
How a hurricane helped demonstrate one airline's culture of customer service.
- HBR.org
- September 22, 2011
Before you link pay to customer feedback: five essentials
By Rob Markey
Don't link your incentive system to customer feedback until you have met these five preconditions
- HBR.org
- September 08, 2011
The dangers of linking pay to customer feedback
By Rob Markey
Linking incentive compensation to customer feedback is risky business.
- HBR.org
- August 23, 2011
Are your surveys worth your customers' time?
By Rob Markey
If you don't want your surveys ignored, keep them short and take action on what customers tell you.
- HBR.org
- August 09, 2011
Apple stores in China
By Rob Markey
There's one thing Apple knockoff stores can't fake: the customer experience.