For two decades, the largest companies around the globe have been adopting Net Promoter Score to measure how customer love begets loyalty. Bain’s worldwide managing partner, Manny Maceda, joins Fred Reichheld, creator of Net Promoter Score and author of Winning on Purpose, to discuss Earned Growth—a complementary accounting-based metric for measuring the effectiveness of Net Promoter Score.
Winning on Purpose
A new book by Fred Reichheld, Maureen Burns, and Darci Darnell all about delighting customers. Available now.