NPS Creator Constructs New Loyalty Evaluator / RBDR

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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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NPS Creator Explains Why NPS Results Are Failing / RBDR

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December 9, 2021

Today on RBDR: Net Promoter Score creator Fred Reichheld told customer experience futurist Blake Morgan a handful of reasons why NPS is not delivering accurate results. Primarily, it’s because too many NPS users are asking the single question in an overly sloppy fashion.

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Single-Metric NPS Is Insufficient; Here’s How To Improve It / RBDR

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November 1, 2021

Today on RBDR: Fortune Magazine says 60% of the Fortune 1000 use NPS in their business planning, however there are skeptics of reliance on this one KPI tactic. DMR Founder and President Michaelis Michael explains his work to extend NPS’ value.

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NPS Evaluations About Delta Airlines Raise Questions / RBDR

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September 16, 2019

Today’s RBDR: Delta Airlines would appear to be consumers’ favorite U.S. domestic airline based on its superior record with respect to lowest percentage of late arrivals and cancellations. Yet, Delta trails competitors in customer satisfaction NPS evaluations, which, it can be argued, demonstrates frailties with NPS.

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After 16 Years, Opinions Are Split on Net Promoter Score / RBDR

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August 14, 2019

Today on RBDR: After 16 years, Net Promoter Score (NPS) claims 200 active big company users, but there is sizable split opinion about its efficacy, with many advocates and perhaps even more detractors, on top of a good number of companies which are noncommittal.

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