The Measure of Success: Better Metrics for Customer Satisfaction
Book Details
Author(s)
Fred Reichheld
Publisher
Harvard Business School Press
ISBN / ASIN
B001GLLSN0
ISBN-13
978B001GLLSN1
Availability
Available for download now
Sales Rank
#5,964,155
Marketplace
United States 🇺🇸
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Description
Conventional customer satisfaction measures have proven inaccurate predictors of actual customer behavior or a company's growth. This chapter recounts the author's development and implementation of a better metric for determining what customers think and feel about the companies they do business with, known as a Net Promoter Score (NPS).
