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FEATURE10 May 2017

Fred Reichheld in Seven

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Fred Reichheld, founder of Bain & Company’s loyalty practice and creator of the Net Promoter System, has published books on loyalty, most recently The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

1. What business need led you to create the Net Promoter Score (NPS) and how long did it take you to determine the measurement?

The goal was to help firms improve customer loyalty – to create an operational ...