The NPS® Loyalty Forum
The NPS® Loyalty Forum
Our community helps members grow profitably through the application of the Net Promoter System disciplines.
The NPS Loyalty Forum's mission is to help executives and their organizations become more effective by harnessing the best practices of the Net Promoter System, and by sharing their experiences and learning from others. The NPS Loyalty Forum enables members to:
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Participation in member meetings is one of the most important ways our members use the NPS Loyalty Forum to accelerate their progress in executing world-class customer loyalty programs.
Convened quarterly, Forum meetings provide a structured venue for the members' most senior executive responsible for customer loyalty. Each meeting focuses on a particular issue central to successful implementation of the NPS discipline or related customer loyalty programs.
In advance of each meeting, subject matter experts, including Fred Reichheld and Rob Markey, prepare presentations and reports documenting how the world's loyalty leaders approach a given implementation issue. Member companies may complete a self-assessment designed to identify performance gaps. Gaps and gap-closing strategies are reviewed and discussed during the meeting in ways that help members accelerate their progress on the most pressing issues and challenges.
Members also have access to a variety of data and analysis that will be beneficial to their customer loyalty efforts:
For companies seeking ways to accelerate their efforts to earn the loyalty of their customers, the NPS Loyalty Forum provides unmatched access to the best practices.
Some of the current NPS Loyalty Forum members include:
Fred Reichheld is a Bain fellow and creator of the Net Promoter System. His work in the area of customer and employee retention has quantified the link between loyalty and profits.
Rob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He is the coauthor of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World.
Dr. Andreas Dullweber is a partner with Bain & Company in Munich and leads the firm's Customer Strategy & Marketing practice for Europe, the Middle East and Africa (EMEA). He is a leading expert in developing and deploying customer-led growth strategies for international companies.
Stuart Berman is the senior director of the NPS Loyalty Forum. This is Stuart's second stint at Bain. After spending the early years of his career as a Bain consultant, he served as general manager of Intuit's online store and managed the team responsible for international expansion and cross-border trade at eBay.
Thorp Foster is the director of forum services in Bain's Boston office, and is responsible for expanding the features and benefits of the NPS Loyalty Forum. Thorp has spent the last decade designing loyalty marketing and retention initiatives for some of the world's leading brands, including JPMorgan Chase, Pepsi Bottling Group and Bank of America.
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The NPS Loyalty Forum provides an opportunity for senior executives of companies that are using Net Promoter disciplines to share best practices, network with others facing similar challenges, and help one another along the "NPS Journey."
The NPS Loyalty Forum welcomes companies at all stages of the Net Promoter journey as long as they have made a serious commitment to using the Net Promoter System in their customer-centric efforts.
The NPS Loyalty Forum conducts four in-person meetings per year and a number of interim meetings on topics of particular interest to forum members.
Forum meetings are typically hosted by member companies at their headquarters.
Based on feedback from our members, our four primary meetings typically take place over the course of two days with the total meeting time covering 1½ days.
As for the content of the meetings, we have been guided over time by input from our members. Typically, we spend a fair amount of time discussing our host company, including a session with the CEO, a presentation from the forum member, and a frontline panel. There are two or three "best practices presentations" by forum members, a presentation by a Bain partner from the Customer Strategy & Marketing practice, and a significant amount of moderated discussion on a variety of Net Promoter and loyalty-related topics. Attendees have many opportunities to interact, both over the course of the meeting and informally during breaks and over cocktails and dinner.
The forum has about 35 members, including companies such as American Express, LEGO, Intuit, eBay, Progressive Insurance, Vanguard, JetBlue, TD Bank, Ascension Health and Rackspace.
The NPS Loyalty Forum is a senior executive exchange. Typically, member executives report directly to the CEO of their company, and are the most senior executive responsible for Net Promoter efforts and/or customer loyalty within the company. Actual titles are less important than scope of responsibility within the member company.
If your company is a Bain client, please contact your Bain partner. If your company is not a Bain client, contact Stu Berman. We will arrange a phone call to discuss your interest and, if appropriate, invite you to participate in an upcoming forum meeting on an exploratory basis.
No. The NPS Loyalty Forum does not charge a fee for attending a first meeting on an exploratory basis. This initial meeting affords a mutual opportunity for the existing members and the candidate member to evaluate whether membership in the forum is appropriate.
After the exploratory meeting, the forum management canvasses the existing members as well as the candidate member to confirm mutual interest in moving forward with membership. In the event of mutual interest, membership is offered and the company executes the forum's membership agreement.
Interested in joining the Forum? Learn more.
To be eligible for membership in the NPS Loyalty Forum, companies must have the following characteristics:
Members each designate up to two named executives as participants in the NPS Loyalty Forum:
The NPS Loyalty Forum's current fee schedule is as follows:
If you're interested in joining the Loyalty Forum and your company is a Bain client, please contact your Bain partner. If your company is not a Bain client, contact Stu Berman. We will arrange a phone call to discuss your interest and, if appropriate, invite you to participate in an upcoming meeting of the Forum on an exploratory basis.
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