Loyalty insights from Bain
| Dear Reader,
In today’s loyalty newsletter, we explore customer love. I recently spoke to Richard Watts, board member at Farmers Insurance and former sales and service president at Progressive. He shares a simple and profound question to transform customer service and decision making: Would you do that to your mom? I hope you’ll listen and subscribe to catch future Customer Confidential episodes.
Sincerely,
Rob Markey
Partner, Customer & Strategy Marketing | | |
Podcast Richard shares how this philosophy transformed internal practices, significantly influenced customer satisfaction and loyalty, and how it continues to shape his leadership and strategic decisions. |
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Podcast Fred Reichheld explains why loving your customers is the surest road to long-term success. |
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LinkedIn Newsletter For more from Fred, read his latest Customer Obsession post 3 actionable steps to connect customer happiness to the thing board members care about most—shareholder results. |
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NPSx Event The NPS® Loyalty Forum is an intimate community of CX professionals and Bain experts, sharing knowledge and advancing best practices to reach new levels of customer love and loyalty. |
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