We recently reviewed the new book from Bain & Company about the Net Promoter® Score and noted that a key point in the book was that NPS had progressed from “score” to “system” over the past 5 years.
A new study “Customer Loyalty in Retail Banking Americas 2011” provides evidence of how the “system” has been put to use to help banks, both big and small, create customer loyalty.
Especially important are these key findings of the....