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- Bain Brief
- March 26, 2013
By Rob Markey and Fred Reichheld
A good Net Promoter system empowers employees by teaching them the skills they need to generate loyalty and enthusiasm among customers.
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- Bain Brief
- November 14, 2012
By Eric Almquist and Tamar Dane Dor-Ner
The ultimate point of a brand is not to generate buzz—it's to shift customer demand.
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- Forbes.com
- October 26, 2012
By Fred Reichheld and Rob Markey
Does your data match what you see at your business? If not, bias may to be blame.
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- Bain Brief
- September 21, 2012
By Rob Markey and Fred Reichheld
The tight link between feedback and action is a key design element of Net Promoter systems. The systems provide different kinds of feedback, and they encourage action at multiple levels of the organization.
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- Forbes.com
- September 20, 2012
By Rob Markey and Fred Reichheld
The cloud-computing company uses a Net Promoter system to measure the loyalty engendered by its "Fanatical Support" philosophy.
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- Forbes.com
- August 21, 2012
By Rob Markey and Fred Reichheld
Not sure if your customers are loyal to your brand? Here's how you can find out.
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By Rob Markey
Don't just set your employees free to do "whatever it takes" to delight customers. Instead, do the hard work of creating a framework that helps your employees succeed.
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By Domenico Azzarello, Frédéric Debruyne and Ludovica Mottura
How engaged employees create loyal customers.
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- WSJ.com CFO Journal
- March 09, 2012
By Fred Reichheld and Rob Markey
How CFOs are finding new ways to account for their most valuable asset: customers.
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- Bain Brief
- January 17, 2012
By Mark Kovac, Dianne Ledingham and Lewis Weinger
How winners bring the front line into the heart of their strategy.
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- Bain Brief
- September 12, 2011
By Chris Barry, Rob Markey, Eric Almquist and Chris Brahm
Early adopters are gaining real economic value from their investments in social media. Customers who engage with companies over social media are more loyal and they spend up to 40% more with those companies than other customers.
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By Tom Springer, Domenico Azzarello and Jeff Melton
The secret to profitable organic growth? Deliver a customer experience that your competitors can't match.
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- Bain capability brief
- March 20, 2011
By Bain's Global Customer practice
Bain & Company found that six frequently used tools consistently produce the most value.
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- Bain capability brief
- March 10, 2010
How leaders use Net Promoter® to tap customer feedback and shape winning strategies.
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- Harvard Business Review
- April 01, 2009
By Eric Almquist and Jason Lee
To discover the true desires of your customers, force them to make choices.
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- Bain audio slideshow
- March 20, 2009
By Eric Almquist and Jason Lee
In this audio slide presentation, Eric Almquist explains a technique companies can use to zero in on the true desires of customers and sharpen the distinction between "nice to have" and "gotta have."
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- Bain Brief
- December 18, 2009
See how Schwab shifted its focus from customer transactions to relationships.
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- Bain Brief
- December 18, 2009
By Rob Markey
Would your customers recommend your company to a friend?
