Bain’s Stuart Berman on the Power of The NPS Loyalty Forum in Deepening Client Relationships Between Engagements

Subscription Stories: True Tales from the Trenches

Bain and Company’s Stu Berman joins Robbie to talk about what makes the Net Promoter System (NPS) Loyalty Forum itself so powerful for the members and for Bain. They also explore how the best organizations build customer-centricity into the fabric of their businesses, a core value of NPS. They discuss the value of creating a private community for senior executives across different companies to meet and discuss, how a subscription can be used to deepen relationships with key customers, and the importance of always listening to your customers first.

Highlights from this episode:

• 4:10 - How the NPF Loyalty Forum remains an open environment for members to speak about their companies without holding back
• 10:08 - The origin story of the forum - how Fred Riechheld’s book lead to one of the most powerful discussion rooms
• 12:50 - How the forum has created a community that members never want to leave
• 15:00 - Subscription as a marketing tool or strategic element
• 16:17 - The benefits offered by the forum to keep its high-profile members engaged and open
• 19:20 - Stu gives a look inside the Loyalty Forum and the types of conversations that its members love so much
• 24:10 - Changes in the world of NPS and securing loyal subscribers over the past decade
• 28:03 - Stu’s advice for smaller firms and subject matter experts on creating a community around their practice or expertise
• 31:10 - Robbie’s Speed Round

Stu's Bio:

Stuart Berman currently runs the NPS Loyalty Forum at Bain & Company where he works to build forever relationships with customers, employees, and partners. He spent the early years of his career as a management consultant at Bain before becoming General Manager of Intuit’s online store. He then worked in startup companies for a number of years before going to work as a Group Product Manager at eBay. Stu obtained a BA with a dual major of Economics and Mathematics/Computer Science from Wesleyan University and an MBA from Stanford University. He has over 20 years of business management and development experience.

Links:

• Stu’s LinkedIn: https://www.linkedin.com/in/stuartberman/
• Bain and Company’s NPS Loyalty Forum: https://www.netpromotersystem.com/resources/the-nps-loyalty-forum/
• Robbie’s Website: https://robbiekellmanbaxter.com/
• Robbie’s Book THE FOREVER TRANSACTION: https://robbiekellmanbaxter.com/the-forever-transaction/