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462 463 </section> 464 465 466 <a class="primary-nav__overlay " data-toggler=".primary-nav__overlay--visible" data-toggle="off-canvas-menu body html overlay_1297568" id="overlay_1297568" role="button" aria-hidden="true"></a> 467 <div class="primary-nav__wrapper" id="nav-wrap" data-delay-toggle data-control-elements="[data-site-search-control]" data-class-toggle="search-active" data-delay-time="0"> 468 <div class="column row"> 469 <div class="primary-nav primary-nav--single-nav primary-nav--careers primary-nav--new-careers column "> 470 <div class="primary-nav__logo primary-nav__logo--enlarged"> 471 <a href="/" aria-label="Main navigation logo link"> 472 473 474 <img alt="" src="/contentassets/c7835b9899aa4b48af0e8b26417ceb11/nps_dig_blk.png" /> 475 476 477 </a> 478 </div> 479 <div class="primary-nav__logo primary-nav__logo--white primary-nav__logo--enlarged"> 480 <a href="/" aria-label="Main navigation logo link"> 481 482 483 <img alt="" src="/contentassets/c7835b9899aa4b48af0e8b26417ceb11/nps_dig_wht.png" /> 484 485 486 487 </a> 488 </div> 489 490 <div class="primary-nav__right-wrap" data-delay-toggle data-control-elements="[data-site-search-control]" data-class-toggle="search-open" data-delay-time="800"> 491 <div class="primary-nav__nav "> 492 <nav aria-label="Primary Navigation"> 493 494<ul class="primary-nav__level-one" data-dropdown-menu data-hover-delay='200'><li class="" > 495 496 <a href="/about/" aria-label="About NPS" role="link" class="">About NPS</a> 497 <button type="button" 498 class="primary-nav__menu-toggle has-caret" 499 aria-label="Toggle About NPS menu" 500 aria-haspopup="true" 501 aria-expanded="false" 502 aria-controls="menu-1299443" 503 data-menu-toggle> 504 <span class="sr-only">Toggle About NPS menu</span> 505 </button> 506 <ul class="primary-nav__mega-menu menu-4-col" id="menu-1299443" > 507 <li class="primary-nav__mega-menu-wrapper"> 508 <section> 509 <div class="primary-nav__primary-list"> 510 <span class="primary-nav__mega-menu-heading"> 511 <a href="/about/" aria-label="About NPS">About NPS</a> 512 </span> 513 514 <div class="primary-nav__col-group"> 515 516<div class="primary-nav__col"> 517 <ul class="primary-nav__level-two"> 518 <li> 519 <a href="/about/net-promoter-system-framework/" aria-label="Understanding the System" role="link">Understanding the System</a> 520 </li> 521 <li> 522 <a href="/about/history-of-net-promoter/" aria-label="The History" role="link">The History</a> 523 </li> 524 <li> 525 <a href="/about/benefits-of-net-promoter/" aria-label="The Benefits" role="link">The Benefits</a> 526 </li> 527 </ul> 528</div> 529 530<div class="primary-nav__col"> 531 <ul class="primary-nav__level-two"> 532 <li> 533 <a href="/about/three-types-of-net-promoter-scores/" aria-label="Three Types of Scores" role="link">Three Types of Scores</a> 534 </li> 535 <li> 536 <a href="/about/companies-that-use-net-promoter/" aria-label="Companies Using NPS" role="link">Companies Using NPS</a> 537 </li> 538 <li> 539 <a href="/about/building-loyalty-at-b2b-companies/" aria-label="NPS in B2B" role="link">NPS in B2B</a> 540 </li> 541 </ul> 542</div> 543 </div> 544 <a class="primary-nav__see-all" href="/insights/recommended-reading/" aria-label="Recommended reading: A collection of our best thinking">Recommended reading: A collection of our best thinking</a> 545 </div> 546 <section class="primary-nav__secondary-list">
547 <span class="primary-nav__mega-menu-heading" >Important Concepts</span> 548 549 550 <div class="primary-nav__col-group"> 551 552<div class="primary-nav__col"> 553 <ul class="primary-nav__level-two"> 554 <li> 555 <a href="/about/measuring-your-net-promoter-score/" aria-label="Measuring Your Score" role="link">Measuring Your Score</a> 556 </li> 557 <li> 558 <a href="/about/employee-nps/" aria-label="Employee NPS" role="link">Employee NPS</a> 559 </li> 560 </ul> 561</div> 562 563<div class="primary-nav__col"> 564 <ul class="primary-nav__level-two"> 565 <li> 566 <a href="/about/how-net-promoter-score-relates-to-growth/" aria-label="NPS and Growth" role="link">NPS and Growth</a> 567 </li> 568 <li> 569 <a href="/about/predictive-nps/" aria-label="Predictive NPS" role="link">Predictive NPS</a> 570 </li> 571 </ul> 572</div> 573 </div> 574 575 </section> 576 </section> 577 </li> 578 </ul> 579</li><li class="" > 580 581 <a href="/resources/" aria-label="Resources" role="link" class="">Resources</a> 582 <button type="button" 583 class="primary-nav__menu-toggle has-caret" 584 aria-label="Toggle Resources menu" 585 aria-haspopup="true" 586 aria-expanded="false" 587 aria-controls="menu-1322307" 588 data-menu-toggle> 589 <span class="sr-only">Toggle Resources menu</span> 590 </button> 591 <ul class="primary-nav__mega-menu menu-3-col" id="menu-1322307" > 592 <li class="primary-nav__mega-menu-wrapper"> 593 <section> 594 <div class="primary-nav__primary-list"> 595 <span class="primary-nav__mega-menu-heading"> 596 <a href="/resources/" aria-label="Resources">Resources</a> 597 </span> 598 599 <div class="primary-nav__col-group"> 600 601<div class="primary-nav__col"> 602 <ul class="primary-nav__level-two"> 603 <li> 604 <a href="/resources/benchmarks/" aria-label="NPS Prism® Benchmarks" role="link">NPS Prism® Benchmarks</a> 605 </li> 606 <li> 607 <a href="/resources/the-nps-loyalty-forum/" aria-label="NPS Loyalty Forum" role="link">NPS Loyalty Forum</a> 608 </li> 609 </ul> 610</div> 611 612<div class="primary-nav__col"> 613 <ul class="primary-nav__level-two"> 614 <li> 615 <a href="/resources/vendors/" aria-label="Additional Vendors" role="link">Additional Vendors</a> 616 </li> 617 <li> 618 <a href="/insights/recommended-videos/" aria-label="Recommended Videos" role="link">Recommended Videos</a> 619 </li> 620 <li> 621 <a href="/resources/cx-standards/" aria-label="CX Standards" role="link">CX Standards</a> 622 </li> 623 </ul> 624</div> 625 </div> 626 <a class="primary-nav__see-all" href="/podcast/" aria-label="Listen to The Customer Confidential Podcast">Listen to The Customer Confidential Podcast</a> 627 </div> 628 <section class="primary-nav__secondary-list"> 629 <span class="primary-nav__mega-menu-heading" >Interactive tool</span> 630 631 632 <div class="primary-nav__col-group"> 633 634<div class="primary-nav__col"> 635 <ul class="primary-nav__level-two"> 636 <li> 637 <a href="/resources/customer-love-quiz/" aria-label="Customer Love Quiz" role="link">Customer Love Quiz</a> 638 </li> 639 </ul> 640</div> 641 </div> 642 643 </section> 644 </section> 645 </li> 646 </ul> 647</li><li class="" > 648 649 <a href="/books/winning-on-purpose/" aria-label="Book" role="link" class=" ">Book</a> 650</li><li class="" > 651 652 <a href="/insights/" aria-label="Insights" role="link" class="active ">Insights</a> 653</li><li class="" > 654 655 <a href="/contact/" aria-label="Contact" role="link" class="">Contact</a> 656 <button type="button" 657 class="primary-nav__menu-toggle has-caret" 658 aria-label="Toggle Contact menu" 659 aria-haspopup="true" 660 aria-expanded="false" 661 aria-controls="menu-1299447" 662 data-menu-toggle>
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697 698<div id="nav-site-search" data-delay-toggle data-control-elements="[data-site-search-control]" data-class-toggle="is-expanded" data-delay-time="0" class="site-search"> 699 <button class="site-search__open" tabindex="0" title="search" data-site-search-control data-input-focus-trigger data-input-fields="#nav-site-search-input" data-delay-time="500"> 700 <span class="site-search__search-text" >Explore</span> 701 702 <span class="icon-search"></span> 703 </button> 704 <ul> 705 <li class="action-links__item bookmark"> 706 <a class="action-links__link has-tip" tabindex="0" data-bookmark-link data-show-on="large" data-cookie-name="redFolder" data-add-message="#red-folder-added-message" data-remove-message="#red-folder-removed-message" data-tooltip data-disable-hover="false" data-click-open="false" data-template-classes="red-folder--tooltip" aria-label="Save Bookmark - Recommended Reading" aria-pressed="false" data-bookmark-page-title="Recommended Reading" data-pageid="1297075" data-endpoint="/en/api/redfolder/getcontent" data-databaseendpointurl="/en/api/redfolder/addUpdateUserBookmark" title="Save to Red Folder" data-hover-text="Save to Red Folder" data-remove-hover="Remove" role="button"> 707 <i class="icon-bookmark" aria-hidden="true"></i> 708 </a> 709 </li> 710 </ul> 711 712 <div class="site-search__form-wrap"> 713 <form class="site-search__search-form" name="site-search" data-cookie-form data-cookie-name="previousSearches" data-cookie-element="#nav-site-search-input" data-cookie-max-length="5" action="/search/"> 714 <button class="site-search__search-submit" title="search"> 715 <span class="icon-search"></span> 716 </button> 717 <label for="nav-site-search-input" class="site-search__visually-hidden-label">Search resources and services"</label> 718 <input id="nav-site-search-input" data-autocomplete data-autocomplete-container="#nav-site-search-autocomplete" 719 data-search-results-container="#nav-site-search-results" data-char-threshold="3" autocomplete="off" data-enable-keyboard="true" 720 class="site-search__search-input" name="searchValue" placeholder="Search resources and services" /> 721 <div class="site-search__suggestions-block"> 722 <section class="site-search__autocomplete-section"> 723 <ul id="nav-site-search-autocomplete" class="site-search__suggestion-list"></ul> 724 </section> 725 <section id="nav-site-search-results" class="site-search__search-results-section"></section> 726 <section class="site-search__suggestions-section"> 727 <p class="site-search__suggestion-title">Popular Searches</p> 728 729 730 <ul class="site-search__suggestion-list"> 731 <li class="site-search__suggestion-item"> 732 <a href="#" data-input-element="#nav-site-search-input" data-form-submit-value="Net Promoter Score" aria-label="site-search-input">Net Promoter Score</a> 733 </li> 734 <li class="site-search__suggestion-item"> 735 <a href="#" data-input-element="#nav-site-search-input" data-form-submit-value="Employee NPS" aria-label="site-search-input">Employee NPS</a> 736 </li> 737 <li class="site-search__suggestion-item"> 738 <a href="#" data-input-element="#nav-site-search-input" data-form-submit-value="Benchmarks" aria-label="site-search-input">Benchmarks</a> 739 </li> 740 </ul> 741 742 </section> 743 <section class="site-search__suggestions-section"> 744 <p class="site-search__suggestion-title site-search__previous-suggestions">Your Previous Searches</p> 745 746 <ul class="site-search__suggestion-list" data-render-from-cookie="search-suggestion" data-cookie-name="previousSearches" data-input-element="#nav-site-search-input"></ul> 747 </section> 748 <section class="site-search__history-block"> 749 <p class="site-search__suggestion-title">Recently Visited Pages</p> 750 751 <div class="site-search__history-items" data-render-from-cookie="history-item" data-cookie-name="bainPageHistory" data-fallback-image="/globalassets/site-settings-imagery/image.png"></div> 752 </section> 753 </div> 754 </form> 755 <button class="site-search__close" data-site-search-control aria-label="Close search">
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879 </header> 880 <div id="in-page-nav-top-anchor"></div> 881 <section id="in-page-nav" class="in-page-nav" data-scroll-dependent data-sticky-container data-toggler="is-expanded"> 882 <div class="in-page-nav__nav-wrap sticky" data-sticky data-margin-top="0" data-stack-elements="#site-header" data-sticky-on="small" data-top-anchor="in-page-nav-top-anchor" data-bottom-anchor="in-page-nav-bottom-anchor"> 883 884 <h6 class="in-page-nav__title">Recommended Reading</h6> 885 886 <span class="in-page-nav__active-section" id="in-page-active-section" data-toggle="in-page-nav"></span> 887 <ul class="in-page-nav__nav-list" data-magellan data-threshold="150" data-offset-elements="#site-header"> 888 <li class="in-page-nav__nav-item"> 889 <a href="#e1c489c5-c5f7-4c66-b54c-d9de346f7e97" data-toggle="in-page-nav"> 890 Introducing the Net Promoter System 891 </a> 892 </li> 893 <li class="in-page-nav__nav-item"> 894 <a href="#e8384996-3678-480b-a056-331ce2b4ed60" data-toggle="in-page-nav"> 895 Running the Net Promoter System 896 </a> 897 </li> 898 <li class="in-page-nav__nav-item"> 899 <a href="#19fddac8-204b-4d2b-b994-97f9e69d5cba" data-toggle="in-page-nav"> 900 Inspiring Your Employees 901 </a> 902 </li> 903 <li class="in-page-nav__nav-item"> 904 <a href="#8b720c71-2ebf-4b33-acbd-403119df37cf" data-toggle="in-page-nav"> 905 More on NPS 906 </a> 907 </li> 908 </ul> 909 <div class="in-page-nav__action-links"> 910 911<ul class="action-links "> 912 913 914 915 916 917 918 919</ul> 920
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962 963 964 965 </div> 966 </div> 967 </section> 968 969
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981 982 983 984 985 <section class="spacing spacing--top-bottom"> 986 <section class="standard-grid-block column row" id="e1c489c5-c5f7-4c66-b54c-d9de346f7e97" data-magellan-target="e1c489c5-c5f7-4c66-b54c-d9de346f7e97" > 987 <div class="section__intro"> 988 <div class="section__midline-heading"> 989 <h3 class="showDesktopTitle">Introducing the Net Promoter System</h3> 990 991 <h3 class="showMobileTitle">Introducing the Net Promoter System</h3> 992 993 </div> 994 995 996 </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> </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> </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> </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> </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> </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’ experience—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> </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’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> </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 "Inner Loop"</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> </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 "Outer Loop"</h3> 1105 1106 <div class="rte rte__heading"><p>How do companies make systemic changes—and show employees they’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> </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 "Huddle"</h3> 1118 1119 <div class="rte rte__heading"><p>Regular get-togethers—often daily or weekly—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> </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> </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> </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’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> </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> </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> </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> </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> </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> </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> </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> </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> </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’s bothering them or what they most like about a company. But they don’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> </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> </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> </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> </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> </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)—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> </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" > 1405 <div class="promo__medium-8 column"> 1406 <div class="promo__text-container"> 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 1413 <a href="/books/winning-on-purpose/" target="" class="btn " data-ctabuttonclick=true>Learn more</a> 1414 </div> 1415 </div> 1416 <div class="promo__medium-4 column"> 1417 <div class="promo__image"> 1418 1419 1420 <picture> 1421 <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=1440&height=810&rmode=crop&rsampler=bicubic&compand=true" media="(min-width:1440px)" /> 1422 <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=1080&height=612&rmode=crop&rsampler=bicubic&compand=true" media="(min-width:1081px)" /> 1423 <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=768&height=768&rmode=crop&rsampler=bicubic&compand=true" media="(min-width:768px)" /> 1424 <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=768&height=432&rmode=crop&rsampler=bicubic&compand=true" media="(min-width:350px)" /> 1425 <source srcset="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=480&height=270&rmode=crop&rsampler=bicubic&compand=true" media="(min-width:110px)" /> 1426 <img alt="" src="/contentassets/eabe4d6d1f0a4e1db24b004316732358/wop-book.jpg?width=110&height=110&rmode=crop&rsampler=bicubic&compand=true" /> 1427 </picture> 1428 1429 </div> 1430 </div> 1431 </section> 1432</section> 1433<section class="spacing spacing--top-bottom"> 1434 <section class="brand-narrative-cta column row" > 1435 <div class="small-12 medium-9 medium-centered large-8 column"> 1436 <a href="/insights/recommended-videos/" target="" > 1437 <p class="brand-narrative-cta__tag">Recommended Videos</p> 1438 1439 <div class="brand-narrative-cta__Description"> 1440 1441<p>Hear from the people who live the Net Promoter System every day.</p> 1442 </div> 1443 </a> 1444 </div> 1445 </section> 1446</section> 1447 1448 1449 <div id="in-page-nav-bottom-anchor"></div> 1450 </div> 1451</article> 1452 1453<div class="row column"> 1454</div> 1455 1456 </main> 1457 1458 1459 1460 1461 1462 1463 1464 1465<footer class="footer" dir="ltr"> 1466 <div class="row column"> 1467 <div class="column footer__sign-up"> 1468 <div class="description"> 1469 1470<p>Get the latest on loyalty in your inbox. Our quarterly Loyalty Insights newsletter offers our best thinking and tips on running the Net Promoter System.</p> 1471 </div> 1472 <form id="form_639265042615169890" class="newsletter-sign-up" data-abide novalidate data-ajax-form="" data-post-url="" data-success-container=".success-container"> 1473 <div class="newsletter-sign-up__input-container"> 1474 <label class="input-field">
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1505 1506 1507 1508 </div> 1509 </div> 1510 <div class="footer__small-view-border show-for-small-only"> 1511 </div> 1512 1513 <div class="row column footer__content "> 1514 1515 1516 <div class="column footer__top-row"> 1517 <div class="footer__heading"> 1518 1519 1520 <img alt="Bain & Company" src="/contentassets/c7835b9899aa4b48af0e8b26417ceb11/logo_white.svg" /> 1521 1522 </div> 1523 <div class="footer__social"> 1524 <ul class="social-links "> 1525 <li class="social-links__item"> 1526 <a class="social-links__link" href="https://twitter.com/NetPromoterSys" target="_blank" aria-label="icon-twitter"> 1527 <i class="icon-twitter" aria-hidden="true"></i> 1528 </a> 1529 </li> 1530 <li class="social-links__item"> 1531 <a class="social-links__link" href="https://www.facebook.com/TheUltimateQuestion2/" target="_blank" aria-label="icon-facebook-f"> 1532 <i class="icon-facebook-f" aria-hidden="true"></i> 1533 </a> 1534 </li> 1535 </ul> 1536 </div> 1537 </div> 1538 <div class="column footer__bottom-row"> 1539 <div class="footer__links"> 1540 <div class="footer__ctas"> 1541 1542 <a href="/contact/form/" aria-label="Contact us" class="">Contact us</a> 1543 <a href="/contact/connect-with-us/" aria-label="Connect" class="">Connect</a> 1544 <a href="https://lp.bain.com/Subscription-Center-Program_LP---Newsletter---Loyalty-Insights.html?marketo_opt_out=true" aria-label="Subscribe" target="_blank" class=" go-bain-com-link" >Subscribe</a> 1545 <a href="https://www.bain.com/about/terms/" aria-label="Terms of use" target="_blank" class="">Terms of use</a> 1546 <a href="https://www.bain.com/about/privacy/" aria-label="Privacy" target="_blank" class="">Privacy</a> 1547 <a href="https://www.bain.com/about/further/our-sustainability/bain-environmental-policy/" aria-label="Environmental Policy" target="_blank" class="">Environmental Policy</a> 1548 <a href="https://www.bain.com/about/further/our-sustainability/sustainable-procurement-policy/" aria-label="Sustainable Procurement Policy" target="_blank" class="">Sustainable Procurement Policy</a> 1549 <a href="/sitemap/" aria-label="Sitemap" class="">Sitemap</a> 1550 1551 </div> 1552 </div> 1553 <div class="footer__legal"> 1554 <p class="">Net Promoter®, NPS®, NPS Prism®, Net Promoter System®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. </p> 1555 1556 </div> 1557 </div> 1558 </div> 1559</footer> 1560 1561 1562 <div class="marketo-subscribe" style="display:none"> 1563
1563<script nonce="fGH+6ph2wKkABIB/i1z2F5EYxNDuTnV899gFukZ8R4k=" src="//lp.bain.com/js/forms2/js/forms2.min.js"></script>
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1567<script nonce="fGH+6ph2wKkABIB/i1z2F5EYxNDuTnV899gFukZ8R4k="> 1568 1569 function subscriptionFormSubmitted(formId) { 1570 var hasCookieConsent = hasDomainConsent("en", "1"); 1571 $(function () { 1572 MktoForms2.whenReady(function (mktoForm) { 1573 var marketoFormId = mktoForm.getId(); 1574 if (marketoFormId == '1043') { 1575 var epiForm = document.getElementById(formId); 1576 var contactEmailId = epiForm.elements["Email"].value; 1577 var privacyPolicyValue = epiForm.elements["privacy-policy"].checked ? "yes" : "no"; 1578 var annualSales = epiForm.elements["demb_annual_sales"].value; 1579 var companyName = epiForm.elements["demb_company_name"].value; 1580 var dataSource = epiForm.elements["demb_data_source"].value; 1581 var countryName = epiForm.elements["demb_country_name"].value; 1582 var demandbase_Sid = epiForm.elements["demb_demandbase_sid"].value; 1583 var employeeCount = epiForm.elements["demb_employee_count"].value; 1584 var industry = epiForm.elements["demb_industry"].value; 1585 var subIndustry = epiForm.elements["demb_Sub_Industry"].value; 1586 var website = epiForm.elements["demb_website"].value; 1587 // Regular Expression For Email 1588 //var mailformat = /^\w+([\.-]?\w+)*@\w+([\.-]?\w+)*(\.\w{2,3})+$/; 1589 1590 if (privacyPolicyValue =='no') { 1591 return false; 1592 } 1593 mktoForm.vals({ "Email": contactEmailId, "privacyPolicy": privacyPolicyValue, "bain_optinnewsletterbaininsights": "True", "demb_annual_sales": annualSales, "demb_company_name": companyName, "demb_data_source": dataSource, "demb_country_name": countryName, "demb_demandbase_sid": demandbase_Sid, "demb_employee_count": employeeCount, "demb_industry": industry, "demb_Sub_Industry": subIndustry, "demb_website": website }); 1594 mktoForm.submit(); 1595 } 1596 mktoForm.onSuccess(function (values, followUpUrl) { 1597 if (marketoFormId == '1043') { 1598 if (!hasCookieConsent) { 1599 if (followUpUrl.indexOf("?") > -1) { 1600 followUpUrl = followUpUrl + "&marketo_opt_out=true"; 1601 } 1602 else { 1603 followUpUrl = followUpUrl + "?marketo_opt_out=true"; 1604 } 1605 followUpUrl = followUpUrl + "&Email=" + values["Email"]; 1606 } 1607 else 1608 { 1609 if (followUpUrl.indexOf("?") > -1) { 1610 followUpUrl = followUpUrl + "&Email=" + values["Email"]; 1611 } 1612 else { 1613 followUpUrl = followUpUrl + "?Email=" + values["Email"]; 1614 } 1615 } 1616 window.location.href = followUpUrl; 1617 return false; 1618 } 1619 }); 1620 }); 1621 }); 1622 } 1623 </script>
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