Resources
The NPS® Loyalty Forum
The NPS® Loyalty Forum
Become a member of a global network for pioneering customer-centric leaders.
Resources
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:
Relationships are everything and the NPS® Loyalty Forum makes it easy for you to benefit from in-depth, in-person discussions.
Our Buddy Program within various regions, industries, and CX maturity levels helps you share informal challenges, opportunities, and best practices.
Our digital community is always open so you can access the help, knowledge, and support you need, whenever you need it.
For a deeper learning experience, engage one-on-one with expert CX mentors and get coaching from experienced Bain practitioners.
Members receive exclusive meeting info, videos, and presentations on the Net Promoter System.
Participation in member meetings is one of the most important ways our members use the NPS Loyalty Forum to accelerate progress in customer experience and loyalty programs.
Forum meetings provide a structured venue for the members' most senior customer-centric executive. Each meeting focuses on particular issues central to successful implementation of customer experience programs and introduces the latest thinking on innovative strategies and technology, presented by subject matter experts, including Bain partners and other members.
For companies seeking ways to accelerate progress on customer loyalty, the NPS Loyalty Forum provides unmatched access to best practices.
Paul is an experienced marketing professional specializing in brand and customer experience implementation. Prior to joining NPSx, Paul was Director of Customer Insight at NatWest Bank, and has held senior marketing roles at Kraft Foods/Mondelēz.
If your question is not answered here, please contact us.
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.
To be eligible for membership in the NPS Loyalty Forum, companies must have the following characteristics:
Members each designate up to two named executives as participants in the NPS Loyalty Forum:
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 Paul Smith. 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.