The Ultimate Question 2.0
How Net Promoter Companies Thrive in a Customer-Driven World
by:
Fred Reichheld
Summary:
The book explores the concept of the Net Promoter Score (NPS) as a tool for measuring customer loyalty and its impact on business growth. It provides insights and case studies on how companies can implement this metric to foster a customer-centric culture and drive financial success through improved customer service and retention.
Key points:
1. Net Promoter Score (NPS): A metric that measures customer loyalty by asking how likely they are to recommend a company/product/service. It's calculated by subtracting the percentage of unhappy customers from the percentage of happy ones.
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