Bain uses cookies to improve functionality and performance of this site. More information can be found in our Privacy Policy. By continuing to browse this site, you consent to the use of cookies.

Accept

How we can help

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

See more

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

Aaron Cheris Partner San Francisco

  • Americas Retail practice leader; Expert in Private Equity, Customer Strategy & Marketing
See more

Insights
Elements of Value®
In Search of Customers Who Love Their Bank
With banks facing increased competition from tech firms, our latest Customer Loyalty in Retail Banking Report examines how the banks can focus on what customers value most.
Report November 14, 2018
Net Promoter System®
The Customer Experience Tools that Companies Love
Customer experience tools are not a panacea, but they can help companies delight customers and compete more effectively.
The Net Promoter System Podcast November 08, 2018
Elements of Value®
The Amazon Effect on What Consumers Value
Amazon’s dominance has actually changed which Elements of Value matter most to consumers in mass merchandising.
Snap Chart November 07, 2018
Net Promoter System®
Mário Conde: If Experience Is the New Product, How Do You Manage It?
Bain Partner Mário Conde discusses how companies can organize around customer episodes.
Video October 31, 2018
See more

Want to continue the conversation?

We help global leaders with their organization's most critical issues and opportunities. Together, we create enduring change and results.

Contact Bain

How can we help you?

See all offices