The NPS® Loyalty Forum
The NPS® Loyalty Forum
Become a member of a global network for pioneering customer-centric leaders.
The world-leading NPS Loyalty Forum provides executives with exclusive access to Net Promoter System℠ best practices and transformative thinking on customer experience (CX), turbocharging their ability to excel at customer experience management.
Globally organized by Bain & Company since 2006 and hosted by NPSx, a digital venture from Bain that delivers cutting-edge tools and technologies in CX, the NPS Loyalty Forum brings together senior customer-centric executives from leading firms across industries to develop and share innovative strategies on customer centricity, experience, and loyalty. These ambitious customer-centric leaders convene for immersive workshops, stimulating keynotes, thought-provoking panels, and high-value networking events, all designed to to push the frontier of CX.
The Loyalty Forum is designed to help customer-centric senior executives:
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."
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.
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.
Forum meetings are typically hosted by member companies at their headquarters.
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 a day and a half.
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.
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.
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.
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.
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.
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.