Recreating the same customer intimacy that an individual shopkeeper can provide is possible for large organizations if they have an operational infrastructure that can foster such high-quality interactions on a much bigger scale. Rob Markey, global practice leader of Bain's Customer Strategy & Marketing practice, explains how in this short video.
Read the Bain Brief: The Infrastructure Behind a Net Promoter System®
Net Promoter®, Net Promoter System®, Net Promoter Score® and NPS® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
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.