The Essential Role of the Customer Advocacy Office

It takes more than a CEO to create a customer-centric business. Bain Partner Rob Markey explains how a customer advocacy office, or CAO, can be a focal point for learning about—and improving—the customer experience.

Loyalty Insights

Learn more about the key concepts and best practices of the Net Promoter System.

Introducing the Net Promoter System

Rob Markey discusses how companies use the Net Promoter System^® to earn their customers' loyalty and improve their businesses.
Creating a Reliable Metric

Rob Markey explains why reliable, consistent data is central to the Net Promoter System.
The Economics of Loyalty

Rob Markey explains the importance of understanding the value of your top customers.
Developing a Root Cause Capability

Customers can’t always tell you what it really was about your company that upset or delighted them. Rob Markey explains how to get the full story.
From Feedback to Action

Rob Markey explains how customer feedback from the Net Promoter System can support continuous improvement throughout the organization.
Closing the Loop

Rob Markey explains why closing the loop is a central element of the Net Promoter System.
The Keys to Effective Learning

Rob Markey discusses the different ways that the Net Promoter System helps employees learn the skills they need to generate loyalty and enthusiasm among customers.
The Infrastructure Behind an Effective Net Promoter System

Rob Markey explains how large organizations can use operational infrastructure to offer the same type of customer intimacy that individual shopkeepers can provide.
Leading a Net Promoter System Company

Rob Markey discusses why putting loyalty at the heart of a business requires executives to view their jobs in an entirely different light.
Your Best Employees Work for Love, Not Money

Rob Markey explains why it's important to create conditions that will help employees to succeed before connecting Net Promoter Scores to compensation.
Converting Loyalty into Economic Advantage

Rob Markey explains how successful Net Promoter System companies hone their offerings to suit customers' needs and create platforms that encourage customers to share their experiences.
The Benefits of a Competitive Benchmark Net Promoter Score

Rob Markey explains how competitive benchmark Net Promoter Scores can provide the basis for goal setting and prioritization at the highest levels of a company.
The Value of Prototypes

Rob Markey shares some best practices for companies launching a Net Promoter System pilot.
Implementing a Net Promoter System

Bain Partner Richard Hatherall explains a few key factors in effectively implementing a Net Promoter System.
The Economics of Loyalty

Bain Partner Aaron Cheris discusses how understanding the economics of customer loyalty can help guide a company's loyalty strategy.
Do Your B2B Customers Promote Your Business?

Many B2B companies now realize that customer loyalty is as important to their business as it is to B2C companies. But it’s also harder for them to address. Bain Partner Andreas Dullweber explains how B2B companies can make customer centricity a strategic priority.
Who's Responsible for Employee Engagement?

Bain Partner Domenico Azzarello explains what companies can do to reap the significant financial rewards offered by highly engaged employees.
What it Takes to Win with Customer Experience

Bain Partner Andreas Dullweber discusses how companies can tap into the power of customer loyalty.
How to Be a Customer Experience Leader

Bain Partner Frédéric Debruyne discusses what it takes for companies to improve the customer experience.
Employee Engagement—Fostering Energy, Enthusiasm and Creativity

Building a truly customer-centric culture and organization is a bottom-up process. Bain Partner Rob Markey discusses how companies can create an environment where employees bring their best to work every day on behalf of the company.
The Essential Role of the Customer Advocacy Office

It takes more than a CEO to create a customer-centric business. Bain Partner Rob Markey explains how a customer advocacy office, or CAO, can be a focal point for learning about—and improving—the customer experience.
Who Should Run Your Net Promoter System?

When looking for someone to be a chief advocacy officer, it can be best hire from within. Bain Partner Rob Markey discusses how it's important to choose someone who has the respect of your organization's leaders to run your Net Promoter System.
The Inner Loop of the Net Promoter System

The Net Promoter System creates a mechanism for employees of all kinds to get real-time feedback directly from customers. Bain Partner Rob Markey discusses how the system's "inner loop" offers powerful motivation for employees.
Huddles in the Net Promoter System

The team huddle is the part of the Net Promoter System that connects the inner loop to the outer loop. Bain Partner Rob Markey discusses why regular get-togethers—often daily or weekly—are a critical element of the system.
The Outer Loop of the Net Promoter System

The Net Promoter System's "outer loop" is used to prioritize and address problems that can't be resolved by individuals or small teams. Bain Partner Rob Markey discusses why a robust, rigorous and transparent "outer loop" is essential to a solid Net Promoter System.
Get Real Feedback From Your B2B Customers

If your customers are other businesses, you likely have complicated relationships with complicated organizations. Bain Partner Rob Markey discusses how the Net Promoter System can facilitate relationship-enhancing conversations.