There’s a great set of slides from Andy Hanselman on how to turn delighted customers into devoted ones. Andy is right that your best customers and best brand advocates are those who have high expectations of your brand and a great experience when they use it.
To follow up my previous post on the Net Promoter Score (NPS) being under fire, I would like to engage the readers of this blog in a discussion on the use and value of the NPS in itself. I will be listing some (rather random) thoughts and musings on the NPS to get your insights and ideas.
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