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By Sioux Falls Business Journal
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Tuesday, 29 May 2007 |
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"The Ultimate Question”"• Fred Reichheld
“The Ultimate Question” details a process to measure the impact of customer loyalty. First, how does a company build the ranks of its “promoters,” those loyal customers who recommend your company, increase purchases and spread positive testimonials?
On the other hand, how does a business avoid creating “detractors,” the unhappy customers who defect and spread negative word-of-mouth? The real clincher in the book for me is the development of a quantitative metric, Net Promoter Score (NPS), that measures customer loyalty.
John Swedeen, president, Starmark Cabinetry |
