The Net Promoter System's "outer loop" is used to prioritize and address problems that can't be resolved by individuals or small teams. Rob Markey, a global leader in the Customer Strategy & Marketing practice, discusses why a robust, rigorous and transparent "outer loop" is essential to a solid Net Promoter System.
Read the Bain Brief: The Net Promoter System’s “Outer Loop”
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.