Closing the loop not only lets customers know that you have heard their feedback, but it also brings the customer’s voice right inside the organization. In this short video, Rob Markey, global practice leader of Bain's Customer Strategy & Marketing practice, explains why this step is a central element of the Net Promoter System.
Read the Bain Brief: Closing the loop
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The Loyalty Insights Series
Rob Markey and members of Bain's Customer Strategy & Marketing practice discuss key concepts and best practices of the Net Promoter System in these short videos.