Love Your Customers: How Customer Loyalty Trumps Profit Accounting as a Measurement of Longterm Business Health | Fred Reichheld Revisted

Today we are featuring Fred Reichheld. Named by The Economist as the "high priest" of loyalty, Fred is the creator of the Net Promoter Score (NPS). More than two-thirds of Fortune 1000 companies have reportedly used the Net Promoter Score to measure customer experience including household names like Apple, Netflix, and Disney. According to Fred, however, the vast majority of companies are using it wrong. Today, Fred shares what businesses can do differently to create a truly successful, ful...