Net Promoter Score (NPS)
Innovating Analytics: Word of Mouth Index- Use the Next Generation of Net Promoter to Increase Sales and Drive Results Larry Freed John Wiley & Sons (2013) How and why the best innovations in customer experience analytics can create a decisive…
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Harvard Business Review on Increasing Customer Loyalty Various Contributors Harvard Business Review Press (2011) How to create customers who are profitable This is one of the volumes in a series of anthologies of articles that first appeared in Harvard Business…
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The chemistry of enthusiasm
Here is a brief excerpt from a Bain Brief co-authored by Domenico Azzarello, Frédéric Debruyne, and Ludovica Mottura, featured at Bain & Company’s website. To read the complete article, check out the wealth of resources, and sign up for email…
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