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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

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

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

Lucia Li Partner Beijing

  • Advanced Manufacturing & Services
  • Energy & Natural Resources
  • Net Promoter System®
  • Private Equity

Klaus Stricker Partner Frankfurt

  • Global Automotive practice leader; Expert in Integrated Business System Transformations, Customer Strategy & Marketing, New Mobility, Performance Improvement, Sales, Marketing & After-sales
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Insights
Net Promoter System®
How Customer Loyalty Spurs Growth and Better Economics for Banks
Simple and digital experiences help direct banks outperform traditional banks on loyalty.
Snap Chart January 09, 2019
Bain Customer Experience Transformation
Jens Engelhardt: Firing Up the Customer Experience Factory
By redesigning customer episodes from end to end, leading companies can reduce consumer pain and company costs.
Video January 03, 2019
Net Promoter System®
Keeping the Faith Even as Others Lose It
CA Technologies’ Dayton Semerjian discusses the challenges he faced during the enterprise software company's Net Promoter journey and how he overcame them.
The Net Promoter System Podcast January 03, 2019
Net Promoter System®
Jens Engelhardt: Experience Is the New Product; Here's How to Manage It
Companies that organize around customer episodes follow a few key steps.
Video January 03, 2019
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