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Loyalty. It is what we want in all relationships, right? Client relationships are no different. When we consider the time, effort and overall cost to acquire a customer, one of the most important things we can do is to measure their loyalty on a regular basis. Introduced in 2006, by Fred Reichheld in his book “The Ultimate Question,” the Net Promoter Score (NPS) has become the de facto standard for measuring loyalty for the best companies in the world. Unfortunately, a vast majority of the companies either do not use NPS or do not use it as a closed-loop process.
In this article, we will share three “must-read” best practices that will help you grow your business through increased client retention, expansion and new client acquisition.
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