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Net Promoter
Net Promoter was developed through collaboration between Satmetrix and Fred Reichheld. The initial research sought to identify a loyalty metric with the strongest linkage to financial growth.
Net Promoter is both a loyalty measure and an organizational discipline. It has gained popularity due to its simplicity. Everyone can understand it, which enables an organization to build a customer- centric culture that drives growth
However, without the discipline, companies will not succeed. They must have leadership commitment, and the right business processes and system infrastructure in place to deliver real-time information to employees so they can act on customer feedback and achieve results.
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