This is also the core theme of my upcoming book: ” Best in The Bazar – No need to be cheap, if you can be best”
In the book I explain in simple operational terms how you get this right.
Fred Reichheld and Rob Markey’s The Ultimate Question 2.0 is a follow-up to the bestselling book that first helped businesses understand their Net Promoter Score. One question — would you recommend us to a friend? — offered businesses a vital metric that has since been adopted widely by organizations, including GE. Wharton marketing professor Peter Fader spoke with Markey about what NPS is, how companies can increase the number of people who promote them and why it is now a system and not just a score.
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