Bain & Company has launched NPSx, a customer experience training and certification program based on the firm’s Net Promoter Score and Net Promoter System.
The new Bain venture will draw on the firm’s extensive client experience and proven methodology to help clients build strong customer experiences through CX technology and training. The consultancy has over the years completed more than 1,600 Net Promoter System and CX projects across regions and industries.
First developed in 2003 by Fred Reicheld and a Bain team in 2003, the Net Promoter Score is based on the “ultimate question” which asks “What is the likelihood that you would recommend ‘company X’ to a friend or colleague?”
Bain says the question is a strong predictor of customer loyalty behavior. “Promoters” who rate a company 9 or 10 on a 10-point scale are likely to buy more, stay longer, and refer their friends. And firms want to have lots of these promoters as customers: according to Bain, Net Promoter leader companies grow twice as fast as competitors.
"In today's world, customer expectations are changing rapidly and the CX function is evolving at the same pace," said Stanford Swinton, executive vice president and founder of NPSx. "We want to enable practitioners and organizations to stay ahead of competition and drive growth through customer and employee advocacy. Our courses help companies build a purpose-led culture, set the right corporate standards, and develop the most capable customer experience leaders in the industry."
Bain’s NPSx online courses are on-demand and interactive, and take a few hours to complete. After successfully finishing at least five courses and passing a certification exam, participants can register to become a Bain-certified CX practitioner.
The CX courses cover critical material including Net Promoter Score fundamentals, customer insights, customer economics, and CX design, build, and execution.
Sourced from Consulting.us