Loyalty Insights

Our series of Bain Briefs highlights tools and advice for executives leading the Net Promoter System (NPS®).

• Introducing the Net Promoter System
  • Introducing: The Net Promoter System: You've probably heard of Net Promoter Scores as a measure of loyalty. But do you know how the Net Promoter System can transform your business?
  • Net Promoter System: Creating a Reliable Metric: How to compile accurate, trustworthy scores week in and week out.
  • The Economics of Loyalty: Just how valuable are your most valuable customers?
  • From Feedback to Action: The tight link between feedback and action is a key design element of Net Promoter System. The systems provide different kinds of feedback, and they encourage action at multiple levels of the organization.
  • Closing the Loop: Closing the loop is a central element of the Net Promoter System.
  • The Infrastructure Behind a Net Promoter System: A good Net Promoter System delivers a ton of useful information about your customers’ experience—but only if you have the operational infrastructure to support it.
  • Converting Loyalty into Economic Advantage: What do you do when your customers love you but your results aren’t where they should be?
  • The Net Promoter System's "Inner Loop": The key is enabling employees to get real-time feedback directly from customers.
  • The Net Promoter System's "Outer Loop": How companies make systemic changes—and show employees they’re serious about customer centricity.
  • The Net Promoter System's "Huddle": Regular get-togethers—often daily or weekly—are a critical element of the Net Promoter System.
• Employee Engagement
  • The Keys To Effective Learning: Net Promoter System empowers employees by teaching them the skills they need to generate loyalty and enthusiasm among customers.
  • Your Best Employees Work for Love, Not Money: Tying customer feedback to incentive pay often encourages the wrong behaviors.
  • Energetic, Enthusiastic and Creative: Employee advocacy as the key to customer centricity.
  • Applying the Net Promoter System to Internal Customers: A robust internal Net Promoter System can help service teams, such as IT and HR, support those who serve customers.
  • The Net Promoter System's Journey to Employee Advocacy: How companies can lay the foundation for employee advocacy.
  • How Companies Build a Customer-Focused Front Line: Hiring empathetic, emotionally intelligent employees and putting them in a supportive environment is key to getting world-class results.
  • Rewards and Recognition in the Net Promoter System: By building a culture around intrinsic motivation, your company can truly stand out as a customer leader.
    

   

• Running the Net Promoter System
  • Leading a Net Promoter System Company: Putting loyalty at the heart of the business requires executives who understand their job in a wholly new way.
  • The Essential Role of a Customer Advocacy Office: It takes more than a CEO to create a customer-centric business.
  • FAQs About the Customer Advocacy Office: Common questions and answers about a Net Promoter System’s central team.
  • Who Should Run Your Net Promoter System?: Gritty, passionate executives are key to implementing a Net Promoter System effectively.

   

• More on NPS
  • Developing a Root Cause Capability: Customers can always articulate what’s bothering them or what they most like about a company. But they don’t always know the full story behind their own feelings.
  • The Benefits of a Competitive Benchmark Net Promoter Score: Learn how you are faring against the competition.
  • The Value of Prototypes: Creating a pilot or prototype is an essential part of designing a robust, scalable Net Promoter System.
  • Get Real Feedback From Your B2B Customers: The Net Promoter System can facilitate relationship-enhancing conversations.
  • Assessing Your Net Promoter System: Is your company achieving the full benefits of its customer advocacy effort?
    
  • The Future of Feedback: Advanced analytics can predict when a customer is happy (or not)—and then help you take action.