How Net Promoter Scores affect company performance, what to know about customer centeredness, and more
| | | | | US companies that lead on Net Promoter Score™ also excel in total shareholder return (TSR), as well as revenue and operating income growth. See how leaders fared on these critical metrics over a 10-year period and explore performance in six industries. | | |
| In his ongoing conversations with CX leaders, Bain Fellow Fred Reichheld recently spoke to Donald Chesnut, former global chief experience officer at Publicis Sapient and CX leader at Mastercard and GM, about the importance of customer love and the critical difference between customer experience and customer centeredness. In a guest post, Maureen Burns, Bain partner and co-author of Winning on Purpose, offered a very useful analysis of company loyalty programs, pointing out that while some have proven spectacularly successful, most are costly, counterproductive, and fail to deliver adequate ROI. She and co-authors Andrew Pierce and Basma Abdel Motaal go deeper on this in a recent Harvard Business Review article. |
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| Bain has teamed with Kantar and Qualtrics to update the Global Standards for Customer Experience Teams, a framework for the foundational capabilities CX leaders and their teams need to succeed in earning customer growth. The standards were announced in July and recently updated based on extensive feedback from CX professionals in 23 countries. We hope you’ll explore the refined standards as well as three newly added ones. |
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| Companies in nearly all industries have made progress in deeply understanding and creating emotional connections with their customers and employees. Healthcare is a notable exception. But a culture of care and love can create a virtuous cycle that benefits clinicians and patients alike. There are four steps healthcare companies can take to create a culture of care and then support it with key operational and process improvements. |
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| In our popular podcast series, Rob Markey talks to loyalty leaders at Verizon, Citigroup, Egon Zehnder, and other leading firms about the techniques they use to keep customers coming back, and why customer loyalty is so critical to long-term success. |
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