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Customer Loyalty and Net Promoter System®

Net Promoter System® 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 Score (NPS) and 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.

What to Expect

What to 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

Bain & Company helped design a fundraising strategy for The Nature Conservancy that led to a 53 percent profit improvement opportunity.

may. 2, 2018

See more

Our Team

Rob Markey Partner New York

Gerard du Toit Partner Boston

Maureen Burns Partner Boston

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Insights
Will Customers Really Leave Feedback via Video?
Airbnb’s Raj Sivasubramanian describes how video feedback from customers inspires empathy and action.
The Net Promoter System Podcast
An Investor's View of Customer Value
Some investors now incorporate customer value into their traditional valuation models. Here's how they can calculate a company's customer assets.
Interactive
Are You Undervaluing Your Customers?
It's time to start measuring and managing their worth.
Harvard Business Review
Why Brands in the UK Win or Lose on Customer Experience
Bain's UK Consumer Study, the first of its kind, benchmarked the customer experience delivered by more than 190 brands in 15 industries across the country.
Snap Chart
See more
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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