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      Recommended reading: A collection of our best thinking
      Important Concepts
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      • Predictive NPS
  • Resources

    • Resources

      • NPS Prism® Benchmarks
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      Listen to The Customer Confidential Podcast
      Interactive tool
      • Customer Love Quiz
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      How to Make CX Relevant to Your C-Suite and Board

      How to Make CX Relevant to Your C-Suite and Board

      The importance of establishing reliable links between customer centricity and financial results.

      By Fred Reichheld

      • min read

      Article

      How to Make CX Relevant to Your C-Suite and Board
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      • Headshot of Fred Reichheld
        Fred Reichheld
        Bain Fellow, Boston
      Contact us
      NPS Prism®
      Delta’s Ascent: How a Legacy Airline Earned a Leader’s Spot in Loyalty

      From biometric insights to personalized service recovery, Delta is showing what it means to make emotion a KPI. Learn what’s behind the airline’s NPS surge.

      More
      NPS Prism®
      AI in the Air: How Airlines Are Elevating Loyalty Programs

      Airline loyalty programs have been losing altitude as reduced benefits frustrated frequent travelers. Now, airlines are turning to AI to rebuild trust and improve satisfaction.

      More
      NPS Prism®
      How to Know Who Your Best—and Most Valuable—Customers Are

      Many companies have no idea who their best customers are, but new software tools illuminate the critical role promoters play and the value they create.

      More
      NPS Prism®
      The Incredible Value of Accurate NPS Data

      Third-party double-blind NPS data like that compiled by NPS Prism enables executives to gauge their customer excellence vs. the competition.

      More
      NPS Prism®
      Balancing the Digital and Human Touch in the Era of AI

      Hitting the sweet spot between technology and humanity in customer service isn’t easy. Successful companies find it by keeping their focus on delighting customers in every type of interaction.

      More
      January 30, 2024
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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.