How do you measure customer loyalty? How important is customer loyalty? Fred Reichheld suggests that most companies are doing customer loyalty all wrong, and yet it is the one thing that when done right secures real growth for your business. In Fred’s presentation he discussed his books, The Ultimate Question, Loyalty Rules and The Loyalty Effect, mostly highlighting recent information in the latest offering, The Ultimate Question.
Strategic Discipline Blog
Growth Summit cont Fred Reichheld The ultimate Question – Customer Advocacy
Posted by Douglas A Wick on Fri, Feb 1, 2008
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Topics: Net Promoter Score, Growth Summit, NPS, Fred Reichheld