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Employee Loyalty Is the New NPS

Net Promoter Score® or NPS® was developed as a means to measure customer loyalty more quickly and accurately. In a Harvard Business Review article the creator of the system, Frederick F. Reichheld, explained that simply measuring customer retention rates isn’t enough. Attracting a high number of customers is great in the short run, but loyalty is what will help your company grow exponentially in the long run.

Loyal customers spread word of your business, lower new customer acquisition costs and chose to use your services, even when confronted with a cheaper option.

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