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Loyalty

The Net Promoter System® requires—and inspires—an entire organization to do right by its customers and employees. Bain's Loyalty Insights provide research and knowledge to help companies earn their customers' advocacy.

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Services Financiers
After Years of Customer Loyalty Programs in Insurance, What Works, and What’s Next?

Based on Bain’s 10 years of research, five themes describe the progress and challenges of earning customers’ advocacy in an increasingly digital experience.

Etude12 avril 2024
Services Financiers
Customer Behavior and Loyalty in Banking: Global Edition 2023

Banks’ big challenge is the great unbundling by consumers.

Rapport30 mars 2023
Customer Experience
Speaking the Five Languages of (Customer) Love

For Valentine’s Day, try wooing customers as you might a love interest.

Article12 février 2022
Customer Experience
Love, Love Me Do: New Data Proves the Value of Customer Love

Studies by Glassdoor and NPS Prism draw the clear relationship between happy employees and happy customers.

Etude4 février 2022
Stratégie Client et Marketing
Customer Love Wins

In this webinar, Winning on Purpose coauthors Fred Reichheld, Maureen Burns, and Darci Darnell discuss their new book’s simple yet powerful message: Love your customers.

Webinar12 janvier 2022
Services Financiers
Voting with Their Feet: Banking Consumers Want a Seamless Digital Experience

Half of consumers’ digital purchases go to a competitor of their primary bank, and half of those who buy anywhere encounter friction in the process.

Infographic14 décembre 2021
Services Financiers
Net Promoter 3.0

Introducing Earned Growth℠, the accounting-based counterpart to the Net Promoter Score.

Harvard Business Review18 octobre 2021

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Services Financiers
As Banks’ Retention Efforts Stall, Focus On High-Value Customers

By using advanced analytics guided by five principles, banks can activate targeted customers to improve their economics and strengthen relationships.

Infographic8 septembre 2021
Customer Experience
Three Actions for Happier, More Loyal Automotive Customers

Seemingly small interactions can have an outsize impact on customer advocacy.

Snap Chart18 août 2021
Services Financiers
“No Credit Card” Is the New Credit Card

Younger consumers are opting out of credit cards and into digital payment alternatives.

Snap Chart2 août 2021
Services Financiers
How Analytics Can Deepen Banks’ Customer Relationships

Activating high-value customers beats pursuing raw retention goals.

Etude1 juillet 2021
Air Transportation & Services
Measuring Covid-19’s Impact on Airline Customer Experience

NPS Prism data reveals that, while safety is the top concern, other “moments of truth” can still matter.

Snap Chart15 janvier 2021
Net Promoter System®
Why Customer Loyalty Beats Quarterly Earnings

Across industries, companies that prioritize customer relationships deliver outsize growth.

Snap Chart21 février 2020
Stratégie Client et Marketing
An Investor's View of Customer Value

Some investors now incorporate customer value into their traditional valuation models. Here's how they can calculate a company's customer assets.

Interactive16 décembre 2019
Stratégie Client et Marketing
Are You Undervaluing Your Customers?

It's time to start measuring and managing their worth.

Harvard Business Review16 décembre 2019
Banking
How Customer Loyalty Spurs Growth and Better Economics for Banks

Simple and digital experiences help direct banks outperform traditional banks on loyalty.

Snap Chart9 janvier 2019
Banking
Gwendolyn Lim: Loyalty in Banking

Incumbent banks can refocus on customer loyalty to stem the threat posed by new challengers.

Video19 décembre 2018
Banking
Can Banks Get Some Love?

As tech firms explore financial services, big banks can fight back by focusing on the customer.

Infographic19 décembre 2018
Insurance
Andrew Schwedel: Loyalty in Insurance

Bain Partner Andrew Schwedel discusses how insurance companies can overcome new competition from outside the industry.

Video5 décembre 2018
Banking
In Search of Customers Who Love Their Bank

With banks facing increased competition from tech firms, our latest Customer Loyalty in Retail Banking Report examines how the banks can focus on what customers value most.

Rapport14 novembre 2018
Grocery
Cultivating Grocery Customers

Grocers eyeing an uncertain future should not forget why their current customers love them.

Infographic11 juin 2018
Organisation
Net Promoter for People: Give Employees a Voice, Get Their Best

Net Promoter® for People is about empowering employees to bring energy, enthusiasm and creativity to delight customers.

Etude7 février 2018
Santé
Gilbert Grima: Using the Net Promoter System® to Boost Loyalty in Pharma

Pharma companies need to move from a product-centric approach to a customer-centric approach.

Video19 décembre 2017
Stratégie Client et Marketing
You Know Where the Future is Headed, So Why Aren't You There Already?

Setting a digital strategy starts with confronting two questions: Where is my industry headed, and what will be my company's role?

Etude22 novembre 2017
Stratégie Client et Marketing
The Future of Feedback: Sometimes You Don't Have to Ask

Advanced analytics can predict when a customer is happy (or not)—and then help you take action.

Etude25 juillet 2017
Modern Marketing
Turning Rewards into Loyalty

Many consumers cherish rewards programs. Yet most such programs do not generate enduring loyalty.

Etude7 février 2017
Stratégie Client et Marketing
Mash-up Wanted: Social Posts Meet Net Promoter Feedback

Blending social media data with Net Promoter feedback could be the key to significant growth in customer advocacy.

Etude6 février 2017
Stratégie Client et Marketing
Jason Barro: How to Use a Competitive Benchmark Net Promoter Score®

To perform a customer experience transformation, it is important to get a clean competitive read on your Net Promoter Score®.

Video31 octobre 2016
Stratégie Client et Marketing
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.

Etude26 octobre 2016
Stratégie Client et Marketing
Make It Easier for Happy Customers to Buy More

Low churn and high loyalty scores mean customers feel good about your company—but economic benefit only comes when customers act on those feelings.

HBR.org20 octobre 2016
Net Promoter System®
Hiring Right: 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.

Etude31 mai 2016
Net Promoter System®
Loyalty Insights: Assessing Your Net Promoter System®

Is your company achieving the full benefits of its customer advocacy effort?

Etude16 mars 2016
Net Promoter System®
The Net Promoter System®'s Journey to Employee Advocacy: The First Mile

How companies can lay the foundation for employee advocacy.

Etude24 novembre 2015
Net Promoter System®
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.

Etude2 octobre 2015
Net Promoter System®
Executive Conversations: Telstra's David Thodey

How Telstra put customer service at the forefront of its operations.

Video12 août 2015
Net Promoter System®
Transforming a Company by Learning to Love Customers

How to become customer-friendly, using the Net Promoter System at the core of a broad transformation.

Etude12 août 2015
Net Promoter System®
The Net Promoter System®'s "Huddle": How Employees Come Together to Focus on Customers and Teamwork

Regular get-togethers—often daily or weekly—are a critical element of the Net Promoter System.

Etude3 août 2015
Stratégie Client et Marketing
The Net Promoter System®'s "Outer Loop"

How companies make systemic changes—and show employees they’re serious about customer centricity.

Etude12 juin 2015
Stratégie Client et Marketing
The Net Promoter System®'s "Inner Loop": The Secret to Individual Learning and Connections with Customers

The key is enabling employees to get real-time feedback directly from customers.

Etude1 avril 2015
Stratégie Client et Marketing
Who Should Run Your Net Promoter System®?

Gritty, passionate executives are key to implementing a Net Promoter System effectively.

Etude28 janvier 2015
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