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      Loyalty Programs That Work

      Loyalty Programs That Work

      Pressure on consumer spending only makes it more critical that companies prioritize their best customers.

      By Fred Reichheld

      • min read

      Article

      Loyalty Programs That Work
      en
      Authors
      • Headshot of Fred Reichheld
        Fred Reichheld
        Bain Fellow, Boston
      Contact us
      Loyalty Economics
      Referrals Matter—Especially When Customers Won’t Come Back for Years

      In a category where customers may only repaint every seven years, CertaPro teaches that referrals are the immediate benefit because they drive efficient growth.

      More
      Loyalty Economics
      Business Lessons on Growth from the Garden

      Customers who refer you to others are like perennials in your garden—they are engines of renewal that will enrich your business year after year.

      More
      Loyalty Economics
      Time to Shift Focus: From Eliminating Detractors to Creating Promoters

      Why do detractors get all the attention when creating promoters is what really boosts profits and inspiration?

      More
      Loyalty Economics
      Fixing a Struggling Loyalty Program Starts with Knowing Your Customer

      Nearly two-thirds of US consumers consider loyalty programs in some of their purchases, but many of these programs are underperforming. Here's how to fix them.

      More
      Loyalty Economics
      A Conversation with Donald Chesnut, Formerly of GM and Mastercard, about the Power of NPS, Referrals, and Technology

      Chestnut explains that prioritizing customer experience can distract from true customer centricity, and points to using technology as a compass for companies to redirect their focus.

      More
      August 14, 2024
      Tags
      • Loyalty Economics

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      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.