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A Question of Loyalty: An Interview with Fred Reichheld, Loyalty Guru and Creator of the Net Promoter System
Manage episode 322561226 series 3244504
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The Net Promoter Score has become the primary method of calculating customer loyalty, adopted by companies everywhere as a beacon metric. Earning a top NPS score often requires a big shift in management culture, according to its creator Fred Reichheld, driven by a top-down commitment to enrich people’s lives.
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