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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

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
Do You Want to Lead or Just Manage?
From the depths of the podcast archives, we’ve pulled a powerful leadership tip from Horst Schulze, cofounder of Ritz-Carlton and founder of the Capella Hotel Group.
The Net Promoter System Podcast
Consumer Products
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
Consumer Products
Loyalty in the UK: The Impact of Promoters on Consumer Brands
UK consumers who give companies a high Net Promoter Score switch less, recommend more and cost less to serve.
Infographic
“10s Are Good”: Why Employees Beg for High Customer Service Scores
Survey begging is a symptom of an ill-conceived system. It can be resolved by refocusing on the real objective: enriching customer lives.
LinkedIn
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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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