Customer feedback is pointless if a company doesn't use it to improve the customer experience. To create loyalty, Net Promoter System companies use this input to address individual customers' concerns and inform systemic improvements, explains Rob Markey, global practice leader of Bain's Customer Strategy and Marketing practice, in this short video.
Read the Bain Brief: From feedback to action
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Rob Markey and members of Bain's Customer Strategy & Marketing practice discuss key concepts and best practices of Net Promoter System in these short videos.