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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. NPS PrismSM, our breakthrough benchmarking service, puts unprecedented new capabilities in your hands.
  • 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

Gerard du Toit Partner Boston

Maureen Burns Partner Boston

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Insights
The Self-Replicating Customer Feedback Loop
E.ON’s Andrew Clayton explains how he scales customer feedback loops that can stand the test of time and withstand the forces of entropy.
The Net Promoter System Podcast
Retail
The Future of Retail
Bain's Marc-André Kamel and Suzanne Tager discuss how the rapidly shifting retail environment is changing the rules of the game.
Video
Banking
Without the Customer, There’s No Food on the Table
ABN AMRO’s Alex Terpstra brings his father’s homespun wisdom to the banking sector.
Podcast
Dubious Management Fad? No, but There’s Room for Improvement
Maurice FitzGerald, HP Software’s former VP of customer experience, discusses a trenchant piece of reporting in the Wall Street Journal highlighting misuses of the Net Promoter Score.
Podcast
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Results Delivery® is a registered trademark of Bain & Company, Inc.
 
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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