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Customer Loyalty and Net Promoter System®

Net Promoter System (NPS®) creates a culture focused on earning the passionate loyalty of customers while inspiring the energy, enthusiasm and creativity of employees to accelerate profitable, sustainable organic growth.

Customer Loyalty and Net Promoter System®

Why Bain

  • Bain invented the Net Promoter System and we continue to be the thought leaders and innovators in how companies earn customer loyalty and inspire employees.
  • More than a decade of proven experience building loyalty-leading companies across both B2C and B2B industries.
  • Bain offers you unparalleled analytic and organizational tools to help you build your Net Promoter System, and our proprietary Results Delivery® approach to ensure that your change to a customer-centric culture endures.

Results You Can Expect

Customer advocacy

Develop customers who stay longer, spend more, contribute suggestions and sing your company's praises to friends and colleagues.

Employee advocacy

Have employees who love working for you convey that passion and enthusiasm to your customers and work as self-directing, self-correcting teams.

Improved customer experience

Elicit regular customer feedback at the frontline and executive levels, allowing you to rapidly and continuously improve your customer experience.

Thought leadership

Our NPS Loyalty Forum offers you access to the best practices and latest thinking of executives and leading Net Promoter practitioners.

Vendor selection

Choose the vendors that best meet your needs, knowing that you can rely on our experience working with dozens of independent vendors that support all aspects of the Net Promoter System.

Client Results

Social & Public Sector

Preserving donors at the Nature Conservancy

The Nature Conservancy needed help capturing a larger share of fund-raising dollars. Bain & Company helped design a strategy focused on "superdonors" that led to a 53 percent profit improvement opportunity.

May 2, 2018

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Our Team

Rob Markey Partner New York

  • Customer Strategy & Marketing
  • Net Promoter System®
  • Net Promoter® for People

Richard Hatherall Partner Hong Kong

  • APAC Customer Strategy & Marketing practice leader; Expert in Financial Services

Frédéric Debruyne Partner Brussels

  • EMEA Telecommunications practice leader; Expert in Customer Strategy & Marketing
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Insights
Net Promoter System®
Can Amazon Take Customer Loyalty to the Bank?
Amazon is crushing traditional banks on loyalty scores. The challenge for banks: become more simple and digital.
Brief September 18, 2018
Net Promoter System®
Inside a Cable Giant’s Net Promoter Turnaround
Charlie Herrin, Comcast’s chief customer experience officer, shares how the company is using the Net Promoter System to earn more trust from customers.
The Net Promoter System Podcast September 06, 2018
Bain Customer Experience Transformation
Customer Experience Tools and Trends 2018
When it comes to using tools that improve the experience, it pays to go all in with a few rather than dabble with many.
Brief August 01, 2018
Bain Transformation Catalyst
Patrick Litré: True Transformations Start Within
Bain Partner Patrick Litré describes how managing execution risks within the company can prevent transformations from stalling.
Video June 22, 2018
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