We help our clients succeed by transforming three building blocks of customer-led growth—the 3D lens through which clients solve problems and identify opportunities. We work with our clients to:
- Design a customer experience that is differentiated and tailored to meet customer needs. We do this by identifying a company's most important customers and appealing to those needs by creating a value proposition that is unique.
- Deliver on the promises they make by building capabilities to optimize customer interactions at every touch point.
- Reprogram their DNA to put customers and employees first. We focus on generating near-term results and building a long-term foundation for growth and giving companies what they need to keep listening and responding to change.
NPS® and Loyalty: We literally wrote the book on loyalty. Bain has developed proven, proprietary methods to measure the health and value of the customer relationship. We have a deep understanding of the ways that customer advocacy creates competitive advantage, producing faster organic growth at lower cost.
Bain partner and author Fred Reichheld began his groundbreaking customer loyalty research more than 30 years ago. Since then Bain has written three books on customer loyalty and has developed the Net Promoter Score℠ methodology. Net Promoter® has been adopted by leading corporations worldwide, and Bain has supported the development and implementation of NPS® at many of them. Through adoption and learning, the Net Promoter Score has morphed into a system of management. As the Net Promoter framework expands, it touches every part of a business.
Rob Markey, Fred Reichheld’s colleague at Bain for over 20 years, joined him as coauthor of The Ultimate Question 2.0, published September 2011 (for more information, please visit Bain's Net Promoter System® site). Mr. Markey was an important reader and adviser on the first edition of the book. He leads the NPS Loyalty Forum and is the head of Bain’s Global Customer Strategy and Marketing practice.