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  • About NPS

    • About NPS

      • Understanding the System
      • The History
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      • NPS in B2B
      Recommended reading: A collection of our best thinking
      Important Concepts
      • Measuring Your Score
      • Employee NPS
      • NPS and Growth
      • Predictive NPS
  • Resources

    • Resources

      • NPS Prism® Benchmarks
      • NPS Loyalty Forum
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      • Recommended Videos
      • CX Standards
      Listen to The Customer Confidential Podcast
      Interactive tool
      • Customer Love Quiz
  • Book
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      Collection: Love Stories

      Collection: Love Stories

      Why show love to customers? Let us count the ways. Explore our growing collection of insights and stories drawn from our recent book, Winning on Purpose, which highlights the enduring value of Customer Centricity.

      Customer Love Quiz

      Learn how customer-centric your organization is today and receive practical suggestions for how to move forward on the path.

      TAKE THE QUIZ
      Technology
      Business to Human: The Era of Customer Centricity
      Lara Caimi of ServiceNow sits down with Bain's Justin Murphy to discuss how a great customer experience is essential to any successful business.
      Bain.com
      Innovation & Business Building
      It’s Time for Product Companies to Win Back the Customer Relationship
      Advanced innovators are driving growth through new direct-to-consumer, value-added services and business models—but there is still a long way to go.
      Bain.com
      Advanced Manufacturing & Services
      Radical Thought: Infuse Account Planning with the Customer’s Perspective
      Ignoring customers’ sentiment leaves money on the table.
      Bain.com
      Customer Experience
      Happy Customers Make Happy Investors
      Net Promoter Score leaders outperformed the stock market by 2.8 times over 10 years.
      Snap Chart
      Retail
      Net Promoter 3.0
      Introducing Earned Growth℠, the accounting-based counterpart to the Net Promoter Score.
      Bain.com
      Customer Love Story: Discover
      Customer love isn’t left to chance at Discover. It’s built into the operating model.
      LinkedIn
      Customer Love Story: Costco
      This retailer pays employees well and rewards shareholders with above-market performance. The secret: It’s all about the customer.
      LinkedIn
      Customer Love Story: PURE Insurance
      In moments of extreme duress, an insurer builds powerful bonds with members.
      LinkedIn
      Customer Love Story: Warby Parker
      A digital innovator uses data and empathy to create new customer experiences and build a valuable eyewear company.
      LinkedIn
      Customer Experience
      Love, Love Me Do: New Data Proves the Value of Customer Love
      Studies by Glassdoor and NPS Prism draw the clear relationship between happy employees and happy customers.
      Bain.com
      Sales and Marketing
      Will the Bots Love Your Customers?
      An increasingly digital front line must be tuned to center on the customer’s priorities.
      Bain.com
      Executives Explain What Customer Love Means to Them
      Certain common themes emerged when we asked corporate leaders how they practice customer love.
      LinkedIn

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      Net Promoter®, NPS®, NPS Prism®, Net Promoter System®, and the NPS-related emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld. Net Promoter Score℠ is a service mark of Bain & Company, Inc., NICE Systems, Inc., and Fred Reichheld.