Insights Recommended Reading Recommended Reading A collection of our best thinking on the Net Promoter System, Net Promoter ScoreSM, loyalty, and customer experience. Recommended Reading Introducing the Net Promoter System Running the Net Promoter System Inspiring Your Employees More on NPS Introducing the Net Promoter System Introducing the Net Promoter System Introducing the System You've probably heard of Net Promoter Scores as a measure of loyalty. But do you know how the Net Promoter System can transform your business? Read on Bain.com Creating a Reliable Metric How do you compile accurate, trustworthy scores week in and week out? Read on Bain.com The Economics of Loyalty Just how valuable are your most valuable customers? Read on Bain.com From Feedback to Action The tight link between feedback and action is a key design element of Net Promoter System. The systems provide different kinds of feedback, and they encourage action at multiple levels of the organization. Read on Bain.com Closing the Loop Closing the loop is a central element of the Net Promoter System. Read on Bain.com The Infrastructure A good Net Promoter System delivers a ton of useful information about your customers’ experience—but only if you have the operational infrastructure to support it. Read on Bain.com Converting Loyalty into Advantage What do you do when your customers love you but your results aren’t where they should be? Read on Bain.com The "Inner Loop" The key is enabling employees to get real-time feedback directly from customers. Read on Bain.com The "Outer Loop" How do companies make systemic changes—and show employees they’re serious about customer centricity? Read on Bain.com The "Huddle" Regular get-togethers—often daily or weekly—are a critical element of the Net Promoter System. Read on Bain.com Running the Net Promoter System Running the Net Promoter System Leading a Net Promoter System Company Putting loyalty at the heart of the business requires executives who understand their job in a wholly new way. Read on Bain.com The Essential Role of a Customer Advocacy Office It takes more than a CEO to create a customer-centric business. Read on Bain.com FAQs About the Customer Advocacy Office Common questions and answers about a Net Promoter System’s central team. Read on Bain.com Who Should Run Your Net Promoter System? Gritty, passionate executives are key to implementing a Net Promoter System effectively. Read on Bain.com Inspiring Your Employees Inspiring Your Employees The Keys to Effective Learning The Net Promoter System empowers employees by teaching them the skills they need to generate loyalty and enthusiasm among customers. Read on Bain.com Your Best Employees Work for Love, Not Money Tying customer feedback to incentive pay often encourages the wrong behaviors. Read on Bain.com Energetic, Enthusiastic and Creative Employee advocacy is the key to customer centricity. Read on Bain.com Applying the System to Internal Customers A robust internal Net Promoter System can help service teams, such as IT and HR, support those who serve customers. Read on Bain.com The Journey to Employee Advocacy How can companies lay the foundation for employee advocacy? Read on Bain.com Building a Customer-Focused Front Line Hiring empathetic, emotionally intelligent employees and putting them in a supportive environment is key to getting world-class results. Read on Bain.com Rewards and Recognition By building a culture around intrinsic motivation, your company can truly stand out as a customer leader. Read on Bain.com More on NPS More on NPS Developing a Root Cause Capability Customers can always articulate what’s bothering them or what they most like about a company. But they don’t always know the full story behind their own feelings. Read on Bain.com The Benefits of a Competitive Benchmark Score Learn how you are faring against the competition. Read on Bain.com The Value of Prototypes Creating a pilot or prototype is an essential part of designing a robust, scalable Net Promoter System. Read on Bain.com Get Real Feedback From Your B2B Customers The Net Promoter System can facilitate relationship-enhancing conversations. Read on Bain.com Assessing Your Net Promoter System Is your company achieving the full benefits of its customer advocacy effort? Read on Bain.com The Future of Feedback Advanced analytics can predict when a customer is happy (or not)—and then help you take action. Read on Bain.com Winning on Purpose A master class on how to build an organization grounded in customer love Learn more Recommended Videos Hear from the people who live the Net Promoter System every day.