Resources
The NPS® Loyalty Forum
The NPS® Loyalty Forum
Our community helps members grow profitably through the application of the Net Promoter System disciplines.
The NPS Loyalty Forum's mission is to help executives and their organizations become more effective by harnessing the best practices of the Net Promoter System, and by sharing their experiences and learning from others. The NPS Loyalty Forum enables members to:
- Establish and share best practices
- Access benchmark data
- Set a common Net Promoter® vocabulary, standards and guidelines
- Encourage management teams and investors to value and use the Net Promoter System as an essential tool to make and measure progress in driving profitable organic growth
Members-Only Content
Members receive exclusive meeting info, videos and presentations on the Net Promoter System.
Member Meetings
Member Meetings
Participation in member meetings is one of the most important ways our members use the NPS Loyalty Forum to accelerate their progress in executing world-class customer loyalty programs.
Convened quarterly, Forum meetings provide a structured venue for the members' most senior executive responsible for customer loyalty. Each meeting focuses on a particular issue central to successful implementation of the NPS discipline or related customer loyalty programs.
In advance of each meeting, subject matter experts, including Fred Reichheld and Rob Markey, prepare presentations and reports documenting how the world's loyalty leaders approach a given implementation issue. Member companies may complete a self-assessment designed to identify performance gaps. Gaps and gap-closing strategies are reviewed and discussed during the meeting in ways that help members accelerate their progress on the most pressing issues and challenges.
Members also have access to a variety of data and analysis that will be beneficial to their customer loyalty efforts:
- Benchmarking analysis
- Best practices database
- NPS Loyalty Forum member website, blogs, and online discussion forum
- Vendor database, with members' comments and ratings
For companies seeking ways to accelerate their efforts to earn the loyalty of their customers, the NPS Loyalty Forum provides unmatched access to the best practices.
Current Members
Some of the current NPS Loyalty Forum members include:
Forum Leadership
Forum Leadership
Fred Reichheld, Founder
Fred Reichheld is a Bain fellow and creator of the Net Promoter System. His work in the area of customer and employee retention has quantified the link between loyalty and profits.
Rob Markey, Founder
Rob Markey is a partner in Bain & Company’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He is the coauthor of The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World.
Aaron Cheris, Bain Partner
Aaron Cheris is a partner in Bain & Company's San Francisco office and is the head of Bain's Americas Retail practice. He is also actively involved in the Customer Strategy & Marketing practice, with particular emphasis on customer loyalty and NPS across industries.
Stuart Berman, NPS Loyalty Forum team
Stuart Berman is the senior director of the NPS Loyalty Forum. This is Stuart's second stint at Bain. After spending the early years of his career as a Bain consultant, he served as general manager of Intuit's online store and managed the team responsible for international expansion and cross-border trade at eBay.
Frequently Asked Questions
FAQs
If your question is not answered here, please contact us.
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What is the purpose of the NPS Loyalty Forum?
The NPS Loyalty Forum provides an opportunity for senior executives of companies that are using Net Promoter disciplines to share best practices, network with others facing similar challenges, and help one another along the "NPS Journey."
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My company has committed to using Net Promoter, but we're at a very early stage. Does membership in the NPS Loyalty Forum make sense for us at this point?
The NPS Loyalty Forum welcomes companies at all stages of the Net Promoter journey as long as they have made a serious commitment to using the Net Promoter System in their customer-centric efforts.
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How does the forum operate?
The NPS Loyalty Forum conducts four in-person meetings per year and a number of interim meetings on topics of particular interest to forum members.
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Where are the meetings held?
Forum meetings are typically hosted by member companies at their headquarters.
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How are the meetings structured?
Based on feedback from our members, our four primary meetings typically take place over the course of two days with the total meeting time covering 1½ days.
As for the content of the meetings, we have been guided over time by input from our members. Typically, we spend a fair amount of time discussing our host company, including a session with the CEO, a presentation from the forum member, and a frontline panel. There are two or three "best practices presentations" by forum members, a presentation by a Bain partner from the Customer Strategy & Marketing practice, and a significant amount of moderated discussion on a variety of Net Promoter and loyalty-related topics. Attendees have many opportunities to interact, both over the course of the meeting and informally during breaks and over cocktails and dinner.
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Which companies are members of the forum?
The forum has about 35 members, including companies such as American Express, LEGO, Intuit, eBay, Progressive Insurance, Vanguard, JetBlue, TD Bank, Ascension Health and Rackspace.
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What is the typical member executive profile?
The NPS Loyalty Forum is a senior executive exchange. Typically, member executives report directly to the CEO of their company, and are the most senior executive responsible for Net Promoter efforts and/or customer loyalty within the company. Actual titles are less important than scope of responsibility within the member company.
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I am interested in exploring membership in the forum. What is the process for moving forward?
If your company is a Bain client, please contact your Bain partner. If your company is not a Bain client, contact Stu Berman. We will arrange a phone call to discuss your interest and, if appropriate, invite you to participate in an upcoming forum meeting on an exploratory basis.
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Is there a fee for attending an initial meeting?
No. The NPS Loyalty Forum does not charge a fee for attending a first meeting on an exploratory basis. This initial meeting affords a mutual opportunity for the existing members and the candidate member to evaluate whether membership in the forum is appropriate.
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What's the next step in the new membership process?
After the exploratory meeting, the forum management canvasses the existing members as well as the candidate member to confirm mutual interest in moving forward with membership. In the event of mutual interest, membership is offered and the company executes the forum's membership agreement.
Become a Member
Become a Member
Interested in joining the Forum? Learn more.
Eligibility
To be eligible for membership in the NPS Loyalty Forum, companies must have the following characteristics:
- Interest among senior executives in measuring and managing customer loyalty as carefully as financial reporting
- Experience implementing Bain's Net Promoter System or comparable loyalty programs in at least a part of the organization (or a commitment to within the next six months)
- Desire to contribute to the success of the NPS Loyalty Forum, including sharing their own information and best practices, hosting events and recruiting other members
Participation
Members each designate up to two named executives as participants in the NPS Loyalty Forum:
- A vice president, senior vice president or executive vice president who is responsible for the overall customer experience and for creating customer advocates. Typically this member will be the most senior executive below the CEO who is responsible for the Net Promoter System (or comparable customer loyalty) and loyalty approach at that company ("Customer Loyalty Executive").
- (Optional) CEO or direct report to the CEO who has title of president or general manager of a significant business unit (or equivalent) ("CEO-level Executive")
- In each case, the member executives will attend events appropriate to their respective peer groups. In addition, other executives from member organizations may occasionally be invited to attend or participate in NPS Loyalty Forum events.
Fees
The NPS Loyalty Forum's current fee schedule is as follows:
- Annual membership fee: $50,000 per company
- Additional member fee: $35,000 per year, per subsidiary or business unit of a member
Contact Us
Contact Us
If you're interested in joining the Loyalty Forum and your company is a Bain client, please contact your Bain partner. If your company is not a Bain client, contact Stu Berman. We will arrange a phone call to discuss your interest and, if appropriate, invite you to participate in an upcoming meeting of the Forum on an exploratory basis.