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(NPS)® methodology.NPS 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, joins him as coauthor of the forthcoming The Ultimate Question 2.0, publishing September 2011 (for more information, please visit the 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.
® Net Promoter, NPS, and Net Promoter Score are trademarks of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.