The Economics of Loyalty

Investing in loyalty starts with knowing what a loyal customer is worth.


The Economics of Loyalty

Unless you know the value of your top customers, you are flying blind. It's impossible to know how much to invest in efforts to create and retain more of these customers. Rob Markey, global practice leader of Bain's Customer Strategy & Marketing practice, explains how companies use the Net Promoter System® to understand the needs of their most valuable customers. 

Read the Bain Brief: The Economics of Loyalty

Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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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 Net Promoter System in these short videos.


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