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February 10, 2022
Today on RBDR: Celebrated business consultant Fred Reichheld, author of three books and 2003 creator of Net Promoter Score, realizes new times require a new loyalty metric. He developed Earned Growth for a more precise measurement of repeat business, as well as referrals gained from customers. (Link to the Blake Morgan – Reichheld “Modern Customer” podcast: https://www.youtube.com/watch?v=4rzJqL-WTQY)
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