Bain & Company: mining for gold and investment returns
Net Promoter 6/17/2010
by John Abraham
Christophe De Vusser, partner in Bain & Company's Brussels office,presents on why delighting customers can delight investors too. He gives a view of how to use Net Promoter Score (NPS) to accelerate sales, in the context of private equity firms post-acquisition.

March 2010

Linking loyalty and growth
Bain & Company capability brief 3/10/2010
Top-down NPS provides a clear understanding of a company's competitive position in key markets with an emphasis on its target customers. It gives the leadership team a roadmap to improve that position and focus the organization on the customer.

Closing the customer feedback loop
Results Brief newsletter 3/10/2010
by Rob Markey, Fred Reichheld and Andreas Dullweber
Companies need practical ways to convert the voice of the customer into front-line action. One of the most powerful approaches uses closed-loop customer feedback based on Net Promoter® Score.

December 2009

Closing the customer-feedback loop at Charles Schwab - video
Bain & Company  12/18/2009
Net Promoter Score® disciplines are at the core of a new focus on direct customer feedback that Charles Schwab & Company credits with turning around their business. In this 8-minute video, Schwab managers and client-facing financial consultants explain how Schwab is applying the disciplines of Net Promoter across all of its branch offices and call centers.

Net Promoter Score®: A Primer - video
Bain & Company 12/18/2009
by Rob Markey
In this 4-minute video, Bain partner Rob Markey describes the Net Promoter Score® process. He explains how companies that ask a simple question, "How likely are you to recommend the products or services of this company to a friend or colleague?" can quickly sort their customers into Promoters, Passives and Detractors and calculate their Net Promoter Score.