Author Laura Brooks claims that Net Promoter gets to the 'hearts, minds and passion' inside an organisation, yet firms are still split over its effectiveness. Is it just another metric or are we missing a trick when it comes to truly understanding customer loyalty?
The numbers game: Is there any customer value in using Net Promoter Score?
Posted by MyCustomer in Customer experience on Tue, 05/05/2009 - 09:57
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