10 lessons learned from 10 years of Net Promoter
Posted by Richard Owen in Customer intelligence, Customer experience on Mon, 18/01/2010 - 15:27
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- Relative performance determines most outcomes
- Word of mouth economics trump advertising
- Firms must create the experience on the front line
Customer loyalty metric Net Promoter is 10 years old, its popularity enduring despite being the target of criticism from some quarters. Here, Richard Owen highlights the 10 most important lessons that have been learned about Net Promoter over the past decade.
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