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Where is the Puck Going?

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Entries from May 2010

One Number to Know: What Your Customers Tell Their Friends About You

May 19th, 2010 · Add Comment

According to Frederick F. Reichheld (article in Harvard Business Review) “if growth is what you are after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you….”. Reichheld conducted a survey with more than 20 questions in order to determine […]

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