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819<p>A collection of our best thinking on the Net Promoter System, Net Promoter Score<sup>SM</sup>, loyalty, and customer experience.</p>
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889                                <a href="#e1c489c5-c5f7-4c66-b54c-d9de346f7e97" data-toggle="in-page-nav">
890                                    Introducing the Net Promoter System
891                                </a>
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894                                <a href="#e8384996-3678-480b-a056-331ce2b4ed60" data-toggle="in-page-nav">
895                                    Running the Net Promoter System
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899                                <a href="#19fddac8-204b-4d2b-b994-97f9e69d5cba" data-toggle="in-page-nav">
900                                    Inspiring Your Employees
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989                            <h3 class="showDesktopTitle">Introducing the Net Promoter System</h3>
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996            </div>
997            <div class="standard-grid-block__items">
998                    <section class="standard-grid-block__item column">
999                        <div>
1000                                <h3 class="">Introducing the System</h3>
1001
1002                                <div class="rte rte__heading"><p>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?</p></div>
1003
1004                        </div>
1005                            <a target=_blank href="https://www.bain.com/insights/introducing-the-net-promoter-system-loyalty-insights/" class="textlink textlink--cta-without-content" >
1006                                Read on Bain.com
1007                                    <span>&nbsp;</span>
1008                                    <span class="icon-external-link"></span>
1009                            </a>
1010                    </section>
1011                    <section class="standard-grid-block__item column">
1012                        <div>
1013                                <h3 class="">Creating a Reliable Metric</h3>
1014
1015                                <div class="rte rte__heading"><p>How do you compile accurate, trustworthy scores week in and week out?</p></div>
1016
1017                        </div>
1018                            <a target=_blank href="https://www.bain.com/insights/creating-a-reliable-metric-loyalty-insights/" class="textlink textlink--cta-without-content" >
1019                                Read on Bain.com
1020                                    <span>&nbsp;</span>
1021                                    <span class="icon-external-link"></span>
1022                            </a>
1023                    </section>
1024                    <section class="standard-grid-block__item column">
1025                        <div>
1026                                <h3 class="">The Economics of Loyalty</h3>
1027
1028                                <div class="rte rte__heading"><p>Just how valuable are your most valuable customers?</p></div>
1029
1030                        </div>
1031                            <a target=_blank href="https://www.bain.com/insights/the-economics-of-loyalty/" class="textlink textlink--cta-without-content" >
1032                                Read on Bain.com
1033                                    <span>&nbsp;</span>
1034                                    <span class="icon-external-link"></span>
1035                            </a>
1036                    </section>
1037                    <section class="standard-grid-block__item column">
1038                        <div>
1039                                <h3 class="">From Feedback to Action</h3>
1040
1041                                <div class="rte rte__heading"><p>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.</p></div>
1042
1043                        </div>
1044                            <a target=_blank href="https://www.bain.com/insights/from-feedback-to-action/" class="textlink textlink--cta-without-content" >
1045                                Read on Bain.com
1046                                    <span>&nbsp;</span>
1047                                    <span class="icon-external-link"></span>
1048                            </a>
1049                    </section>
1050                    <section class="standard-grid-block__item column">
1051                        <div>
1052                                <h3 class="">Closing the Loop</h3>
1053
1054                                <div class="rte rte__heading"><p>Closing the loop is a central element of the Net Promoter System.</p></div>
1055
1056                        </div>
1057                            <a target=_blank href="https://www.bain.com/insights/closing-the-loop/" class="textlink textlink--cta-without-content" >
1058                                Read on Bain.com
1059                                    <span>&nbsp;</span>
1060                                    <span class="icon-external-link"></span>
1061                            </a>
1062                    </section>
1063                    <section class="standard-grid-block__item column">
1064                        <div>
1065                                <h3 class="">The Infrastructure</h3>
1066
1067                                <div class="rte rte__heading"><p>A good Net Promoter System delivers a ton of useful information about your customers&rsquo; experience&mdash;but only if you have the operational infrastructure to support it.</p></div>
1068
1069                        </div>
1070                            <a target=_blank href="https://www.bain.com/insights/the-infrastructure-behind-a-net-promoter-system/" class="textlink textlink--cta-without-content" >
1071                                Read on Bain.com
1072                                    <span>&nbsp;</span>
1073                                    <span class="icon-external-link"></span>
1074                            </a>
1075                    </section>
1076                    <section class="standard-grid-block__item column">
1077                        <div>
1078                                <h3 class="">Converting Loyalty into Advantage</h3>
1079
1080                                <div class="rte rte__heading"><p>What do you do when your customers love you but your results aren&rsquo;t where they should be?</p></div>
1081
1082                        </div>
1083                            <a target=_blank href="https://www.bain.com/insights/converting-loyalty-into-economic-advantage/" class="textlink textlink--cta-without-content" >
1084                                Read on Bain.com
1085                                    <span>&nbsp;</span>
1086                                    <span class="icon-external-link"></span>
1087                            </a>
1088                    </section>
1089                    <section class="standard-grid-block__item column">
1090                        <div>
1091                                <h3 class="">The &quot;Inner Loop&quot;</h3>
1092
1093                                <div class="rte rte__heading"><p>The key is enabling employees to get real-time feedback directly from customers.</p></div>
1094
1095                        </div>
1096                            <a target=_blank href="https://www.bain.com/insights/the-net-promoter-systems-inner-loop/" class="textlink textlink--cta-without-content" >
1097                                Read on Bain.com
1098                                    <span>&nbsp;</span>
1099                                    <span class="icon-external-link"></span>
1100                            </a>
1101                    </section>
1102                    <section class="standard-grid-block__item column">
1103                        <div>
1104                                <h3 class="">The &quot;Outer Loop&quot;</h3>
1105
1106                                <div class="rte rte__heading"><p>How do companies make systemic changes&mdash;and show employees they&rsquo;re serious about customer centricity?</p></div>
1107
1108                        </div>
1109                            <a target=_blank href="https://www.bain.com/insights/the-net-promoter-systems-outer-loop/" class="textlink textlink--cta-without-content" >
1110                                Read on Bain.com
1111                                    <span>&nbsp;</span>
1112                                    <span class="icon-external-link"></span>
1113                            </a>
1114                    </section>
1115                    <section class="standard-grid-block__item column">
1116                        <div>
1117                                <h3 class="">The &quot;Huddle&quot;</h3>
1118
1119                                <div class="rte rte__heading"><p>Regular get-togethers&mdash;often daily or weekly&mdash;are a critical element of the Net Promoter System.</p></div>
1120
1121                        </div>
1122                            <a target=_blank href="https://www.bain.com/insights/huddle-up/" class="textlink textlink--cta-without-content" >
1123                                Read on Bain.com
1124                                    <span>&nbsp;</span>
1125                                    <span class="icon-external-link"></span>
1126                            </a>
1127                    </section>
1128            </div>
1129        </section>
1130    </section>
1131
1132    <section class="spacing spacing--top-bottom">
1133        <section class="standard-grid-block column row" id="e8384996-3678-480b-a056-331ce2b4ed60" data-magellan-target="e8384996-3678-480b-a056-331ce2b4ed60" >
1134            <div class="section__intro">
1135                    <div class="section__midline-heading">
1136                            <h3 class="showDesktopTitle">Running the Net Promoter System</h3>
1137
1138                            <h3 class="showMobileTitle">Running the Net Promoter System</h3>
1139
1140                    </div>
1141                
1142
1143            </div>
1144            <div class="standard-grid-block__items">
1145                    <section class="standard-grid-block__item column">
1146                        <div>
1147                                <h3 class="">Leading a Net Promoter System Company</h3>
1148
1149                                <div class="rte rte__heading"><p>Putting loyalty at the heart of the business requires executives who understand their job in a wholly new way.</p></div>
1150
1151                        </div>
1152                            <a target=_blank href="https://www.bain.com/insights/leading-a-net-promoter-system-company/" class="textlink textlink--cta-without-content" >
1153                                Read on Bain.com
1154                                    <span>&nbsp;</span>
1155                                    <span class="icon-external-link"></span>
1156                            </a>
1157                    </section>
1158                    <section class="standard-grid-block__item column">
1159                        <div>
1160                                <h3 class="">The Essential Role of a Customer Advocacy Office</h3>
1161
1162                                <div class="rte rte__heading"><p>It takes more than a CEO to create a customer-centric business.</p></div>
1163
1164                        </div>
1165                            <a target=_blank href="https://www.bain.com/insights/the-essential-role-of-a-customer-advocacy-office/" class="textlink textlink--cta-without-content" >
1166                                Read on Bain.com
1167                                    <span>&nbsp;</span>
1168                                    <span class="icon-external-link"></span>
1169                            </a>
1170                    </section>
1171                    <section class="standard-grid-block__item column">
1172                        <div>
1173                                <h3 class="">FAQs About the Customer Advocacy Office</h3>
1174
1175                                <div class="rte rte__heading"><p>Common questions and answers about a Net Promoter System&rsquo;s central team.</p></div>
1176
1177                        </div>
1178                            <a target=_blank href="https://www.bain.com/insights/the-customer-advocacy-office-faqs/" class="textlink textlink--cta-without-content" >
1179                                Read on Bain.com
1180                                    <span>&nbsp;</span>
1181                                    <span class="icon-external-link"></span>
1182                            </a>
1183                    </section>
1184                    <section class="standard-grid-block__item column">
1185                        <div>
1186                                <h3 class="">Who Should Run Your Net Promoter System?</h3>
1187
1188                                <div class="rte rte__heading"><p>Gritty, passionate executives are key to implementing a Net Promoter System effectively.</p></div>
1189
1190                        </div>
1191                            <a target=_blank href="https://www.bain.com/insights/who-should-run-your-net-promoter-system/" class="textlink textlink--cta-without-content" >
1192                                Read on Bain.com
1193                                    <span>&nbsp;</span>
1194                                    <span class="icon-external-link"></span>
1195                            </a>
1196                    </section>
1197            </div>
1198        </section>
1199    </section>
1200
1201    <section class="spacing spacing--top-bottom">
1202        <section class="standard-grid-block column row" id="19fddac8-204b-4d2b-b994-97f9e69d5cba" data-magellan-target="19fddac8-204b-4d2b-b994-97f9e69d5cba" >
1203            <div class="section__intro">
1204                    <div class="section__midline-heading">
1205                            <h3 class="showDesktopTitle">Inspiring Your Employees</h3>
1206
1207                            <h3 class="showMobileTitle">Inspiring Your Employees</h3>
1208
1209                    </div>
1210                
1211
1212            </div>
1213            <div class="standard-grid-block__items">
1214                    <section class="standard-grid-block__item column">
1215                        <div>
1216                                <h3 class="">The Keys to Effective Learning</h3>
1217
1218                                <div class="rte rte__heading"><p>The Net Promoter System empowers employees by teaching them the skills they need to generate loyalty and enthusiasm among customers.</p></div>
1219
1220                        </div>
1221                            <a target=_blank href="https://www.bain.com/insights/the-keys-to-effective-learning/" class="textlink textlink--cta-without-content" >
1222                                Read on Bain.com
1223                                    <span>&nbsp;</span>
1224                                    <span class="icon-external-link"></span>
1225                            </a>
1226                    </section>
1227                    <section class="standard-grid-block__item column">
1228                        <div>
1229                                <h3 class="">Your Best Employees Work for Love, Not Money</h3>
1230
1231                                <div class="rte rte__heading"><p>Tying customer feedback to incentive pay often encourages the wrong behaviors.</p></div>
1232
1233                        </div>
1234                            <a target=_blank href="https://www.bain.com/insights/your-best-employees-work-for-love-not-money/" class="textlink textlink--cta-without-content" >
1235                                Read on Bain.com
1236                                    <span>&nbsp;</span>
1237                                    <span class="icon-external-link"></span>
1238                            </a>
1239                    </section>
1240                    <section class="standard-grid-block__item column">
1241                        <div>
1242                                <h3 class="">Energetic, Enthusiastic and Creative</h3>
1243
1244                                <div class="rte rte__heading"><p>Employee advocacy is the key to customer centricity.</p></div>
1245
1246                        </div>
1247                            <a target=_blank href="https://www.bain.com/insights/energetic-enthusiastic-and-creative/" class="textlink textlink--cta-without-content" >
1248                                Read on Bain.com
1249                                    <span>&nbsp;</span>
1250                                    <span class="icon-external-link"></span>
1251                            </a>
1252                    </section>
1253                    <section class="standard-grid-block__item column">
1254                        <div>
1255                                <h3 class="">Applying the System to Internal Customers</h3>
1256
1257                                <div class="rte rte__heading"><p>A robust internal Net Promoter System can help service teams, such as IT and HR, support those who serve customers.</p></div>
1258
1259                        </div>
1260                            <a target=_blank href="https://www.bain.com/insights/applying-the-net-promoter-system-to-internal-customers/" class="textlink textlink--cta-without-content" >
1261                                Read on Bain.com
1262                                    <span>&nbsp;</span>
1263                                    <span class="icon-external-link"></span>
1264                            </a>
1265                    </section>
1266                    <section class="standard-grid-block__item column">
1267                        <div>
1268                                <h3 class="">The Journey to Employee Advocacy</h3>
1269
1270                                <div class="rte rte__heading"><p>How can companies lay the foundation for employee advocacy?</p></div>
1271
1272                        </div>
1273                            <a target=_blank href="https://www.bain.com/insights/loyalty-insights-journey-to-employee-advocacy-the-first-mile/" class="textlink textlink--cta-without-content" >
1274                                Read on Bain.com
1275                                    <span>&nbsp;</span>
1276                                    <span class="icon-external-link"></span>
1277                            </a>
1278                    </section>
1279                    <section class="standard-grid-block__item column">
1280                        <div>
1281                                <h3 class="">Building a Customer-Focused Front Line</h3>
1282
1283                                <div class="rte rte__heading"><p>Hiring empathetic, emotionally intelligent employees and putting them in a supportive environment is key to getting world-class results.</p></div>
1284
1285                        </div>
1286                            <a target=_blank href="https://www.bain.com/insights/loyalty-insights-how-companies-build-customer-focused-front-line/" class="textlink textlink--cta-without-content" >
1287                                Read on Bain.com
1288                                    <span>&nbsp;</span>
1289                                    <span class="icon-external-link"></span>
1290                            </a>
1291                    </section>
1292                    <section class="standard-grid-block__item column">
1293                        <div>
1294                                <h3 class="">Rewards and Recognition</h3>
1295
1296                                <div class="rte rte__heading"><p>By building a culture around intrinsic motivation, your company can truly stand out as a customer leader.</p></div>
1297
1298                        </div>
1299                            <a target=_blank href="https://www.bain.com/insights/rewards-and-recognition-in-net-promoter-system/" class="textlink textlink--cta-without-content" >
1300                                Read on Bain.com
1301                                    <span>&nbsp;</span>
1302                                    <span class="icon-external-link"></span>
1303                            </a>
1304                    </section>
1305            </div>
1306        </section>
1307    </section>
1308
1309    <section class="spacing spacing--top-bottom">
1310        <section class="standard-grid-block column row" id="8b720c71-2ebf-4b33-acbd-403119df37cf" data-magellan-target="8b720c71-2ebf-4b33-acbd-403119df37cf" >
1311            <div class="section__intro">
1312                    <div class="section__midline-heading">
1313                            <h3 class="showDesktopTitle">More on NPS</h3>
1314
1315                            <h3 class="showMobileTitle">More on NPS</h3>
1316
1317                    </div>
1318                
1319
1320            </div>
1321            <div class="standard-grid-block__items">
1322                    <section class="standard-grid-block__item column">
1323                        <div>
1324                                <h3 class="">Developing a Root Cause Capability</h3>
1325
1326                                <div class="rte rte__heading"><p>Customers can always articulate what&rsquo;s bothering them or what they most like about a company. But they don&rsquo;t always know the full story behind their own feelings.</p></div>
1327
1328                        </div>
1329                            <a target=_blank href="https://www.bain.com/insights/developing-a-root-cause-capability/" class="textlink textlink--cta-without-content" >
1330                                Read on Bain.com
1331                                    <span>&nbsp;</span>
1332                                    <span class="icon-external-link"></span>
1333                            </a>
1334                    </section>
1335                    <section class="standard-grid-block__item column">
1336                        <div>
1337                                <h3 class="">The Benefits of a Competitive Benchmark Score</h3>
1338
1339                                <div class="rte rte__heading"><p>Learn how you are faring against the competition.</p></div>
1340
1341                        </div>
1342                            <a target=_blank href="https://www.bain.com/insights/the-benefits-of-a-competitive-benchmark-net-promoter-score/" class="textlink textlink--cta-without-content" >
1343                                Read on Bain.com
1344                                    <span>&nbsp;</span>
1345                                    <span class="icon-external-link"></span>
1346                            </a>
1347                    </section>
1348                    <section class="standard-grid-block__item column">
1349                        <div>
1350                                <h3 class="">The Value of Prototypes</h3>
1351
1352                                <div class="rte rte__heading"><p>Creating a pilot or prototype is an essential part of designing a robust, scalable Net Promoter System.</p></div>
1353
1354                        </div>
1355                            <a target=_blank href="https://www.bain.com/insights/the-value-of-prototypes/" class="textlink textlink--cta-without-content" >
1356                                Read on Bain.com
1357                                    <span>&nbsp;</span>
1358                                    <span class="icon-external-link"></span>
1359                            </a>
1360                    </section>
1361                    <section class="standard-grid-block__item column">
1362                        <div>
1363                                <h3 class="">Get Real Feedback From Your B2B Customers</h3>
1364
1365                                <div class="rte rte__heading"><p>The Net Promoter System can facilitate relationship-enhancing conversations.
1365</p></div>
1366
1367                        </div>
1368                            <a target=_blank href="https://www.bain.com/insights/get-real-feedback-from-your-b2b-customers/" class="textlink textlink--cta-without-content" >
1369                                Read on Bain.com
1370                                    <span>&nbsp;</span>
1371                                    <span class="icon-external-link"></span>
1372                            </a>
1373                    </section>
1374                    <section class="standard-grid-block__item column">
1375                        <div>
1376                                <h3 class="">Assessing Your Net Promoter System</h3>
1377
1378                                <div class="rte rte__heading"><p>Is your company achieving the full benefits of its customer advocacy effort?</p></div>
1379
1380                        </div>
1381                            <a target=_blank href="https://www.bain.com/insights/loyalty-insights-assessing-your-net-promoter-system/" class="textlink textlink--cta-without-content" >
1382                                Read on Bain.com
1383                                    <span>&nbsp;</span>
1384                                    <span class="icon-external-link"></span>
1385                            </a>
1386                    </section>
1387                    <section class="standard-grid-block__item column">
1388                        <div>
1389                                <h3 class="">The Future of Feedback</h3>
1390
1391                                <div class="rte rte__heading"><p>Advanced analytics can predict when a customer is happy (or not)&mdash;and then help you take action.</p></div>
1392
1393                        </div>
1394                            <a target=_blank href="https://www.bain.com/insights/the-future-of-feedback-sometimes-you-dont-have-to-ask/" class="textlink textlink--cta-without-content" >
1395                                Read on Bain.com
1396                                    <span>&nbsp;</span>
1397                                    <span class="icon-external-link"></span>
1398                            </a>
1399                    </section>
1400            </div>
1401        </section>
1402    </section>
1403<section class="spacing spacing--top-bottom">
1404        <section class="promo promo--on-white row collapse promo__img-right feed__row promo--thin" >
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1407                    
1408    <h4 class="">Winning on Purpose</h4>
1409
1410                        <p class="">A master class on how to build an organization grounded in customer love</p>
1411
1412
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1417                <div class="promo__image">
1418                    
1419
1420        <picture>
1421            <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=1440&amp;height=810&amp;rmode=crop&amp;rsampler=bicubic&amp;compand=true" media="(min-width:1440px)" />
1422            <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=1080&amp;height=612&amp;rmode=crop&amp;rsampler=bicubic&amp;compand=true" media="(min-width:1081px)" />
1423            <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=768&amp;height=768&amp;rmode=crop&amp;rsampler=bicubic&amp;compand=true" media="(min-width:768px)" />
1424            <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=768&amp;height=432&amp;rmode=crop&amp;rsampler=bicubic&amp;compand=true" media="(min-width:350px)" />
1425            <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=480&amp;height=270&amp;rmode=crop&amp;rsampler=bicubic&amp;compand=true" media="(min-width:110px)" />
1426            <img alt=""  src="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=110&amp;height=110&amp;rmode=crop&amp;rsampler=bicubic&amp;compand=true" />
1427        </picture>
1428    
1429                </div>
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1440                    
1441<p>Hear from the people who live the Net Promoter System every day.</p>
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1447
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1546        <a href="https://www.bain.com/about/privacy/" aria-label="Privacy" target="_blank" class="">Privacy</a>
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1550
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1555
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1560
1561
1562    <div class="marketo-subscribe" style="display:none">
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