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Before companies set out to build customer loyalty using the Net Promoter SystemSM, they must ask "What is it worth?" Understanding the economics of customer loyalty can help guide a company's efforts, says Aaron Cheris, a partner in the Customer Strategy & Marketing practice, in this short video.
Read the Bain Brief: The economics of loyalty
Net Promoter SystemSM and Net Promoter ScoreSM are trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.