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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金融サービス
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.

論説2024年4月12日
金融サービス
Customer Behavior and Loyalty in Banking: Global Edition 2023

Banks’ big challenge is the great unbundling by consumers.

レポート2023年3月30日
Customer Experience
Speaking the Five Languages of (Customer) Love

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

記事2022年2月12日
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.

論説2022年2月4日
顧客戦略、マーケティング
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.

Webinar2022年1月12日
金融サービス
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.

インフォグラフィック2021年12月14日
自動車
Net Promoter 3.0

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

Harvard Business Review2021年10月18日

Consulting Service

Go deeper into Bain's expertise in Customer Strategy & Marketing and find out how we can help your company.

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金融サービス
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.

インフォグラフィック2021年9月8日
Net Promoter System®
Three Actions for Happier, More Loyal Automotive Customers

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

スナップチャート2021年8月18日
金融サービス
“No Credit Card” Is the New Credit Card

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

スナップチャート2021年8月2日
銀行
How Analytics Can Deepen Banks’ Customer Relationships

Activating high-value customers beats pursuing raw retention goals.

論説2021年7月1日
航空輸送、航空サービス
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.

スナップチャート2021年1月15日
Net Promoter System®
Why Customer Loyalty Beats Quarterly Earnings

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

スナップチャート2020年2月21日
顧客戦略、マーケティング
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.

インタラクティブ2019年12月16日
顧客戦略、マーケティング
Are You Undervaluing Your Customers?

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

Harvard Business Review2019年12月16日
銀行
How Customer Loyalty Spurs Growth and Better Economics for Banks

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

スナップチャート2019年1月9日
銀行
Gwendolyn Lim: Loyalty in Banking

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

動画2018年12月19日
銀行
Can Banks Get Some Love?

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

インフォグラフィック2018年12月19日
保険
Andrew Schwedel: Loyalty in Insurance

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

動画2018年12月5日
金融サービス
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.

レポート2018年11月14日
Grocery
Cultivating Grocery Customers

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

インフォグラフィック2018年6月11日
顧客戦略、マーケティング
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.

論説2018年2月7日
ヘルスケア
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.

動画2017年12月19日
デジタル・トランスフォーメーション
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?

論説2017年11月22日
アドバンスド・アナリティクス
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.

論説2017年7月25日
顧客戦略、マーケティング
Turning Rewards into Loyalty

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

論説2017年2月7日
顧客戦略、マーケティング
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.

論説2017年2月6日
顧客戦略、マーケティング
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®.

動画2016年10月31日
顧客戦略、マーケティング
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.

論説2016年10月26日
顧客戦略、マーケティング
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.org2016年10月20日
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.

論説2016年5月31日
Net Promoter System®
Loyalty Insights: Assessing Your Net Promoter System®

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

論説2016年3月16日
Net Promoter System®
The Net Promoter System®'s Journey to Employee Advocacy: The First Mile

How companies can lay the foundation for employee advocacy.

論説2015年11月24日
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.

論説2015年10月2日
Net Promoter System®
Executive Conversations: Telstra's David Thodey

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

動画2015年8月12日
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.

論説2015年8月12日
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.

論説2015年8月3日
顧客戦略、マーケティング
The Net Promoter System®'s "Outer Loop"

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

論説2015年6月12日
顧客戦略、マーケティング
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.

論説2015年4月1日
顧客戦略、マーケティング
Who Should Run Your Net Promoter System®?

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

論説2015年1月28日
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