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Month: May 2007

Accelerate in Experience|Blog to Inspire|2007|May

Net Promotor Score (NPS) : New hype…?

  • Zanna
  • 2007-05-252019-12-22
  • Customer Experience, Measurement, Customer service

A few weeks ago, a participant in my PhD research took the wind out of my sails with a term which was new to me: the ‘Net Promoter Score’ by Frederick Reichheld (also known as the author of my ‘bible’: ‘The Loyalty Effect‘ – Dear management, if you still have any doubt regarding the financial […]

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