Net Promoter Score (NPS) is perhaps the best known customer loyalty tool around today, based on the entirely sound principle that the more customer promoters you have (i.e., customers who say on surveys that they’re highly likely to refer you to a colleague or friend), the more likely you’ll be to grow your business and outpace the competition. That makes powerful sense, and the continued growth and success of Net Promoter is a testament to the idea’s relevance and value.
The Hidden Wealth Beyond Net Promoter
Net Promoter Score (NPS) is perhaps the best known customer loyalty tool around today, based on the entirely sound principle that the more customer promoters you have (i.e., customers who say on surveys that they’re highly likely to refer you to a colleague or friend), the more likely you’ll be to grow your business and […]
May 10, 2012
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New!
HBR Learning
Customer Focus Course
Accelerate your career with Harvard ManageMentor®. HBR Learning’s online leadership training helps you hone your skills with courses like Customer Focus. Earn badges to share on LinkedIn and your resume. Access more than 40 courses trusted by Fortune 500 companies.
Learn how to keep your customers—and their most important needs—front and center.