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237. How to Turn Your Customers Into Lifelong Advocates w/ Brittany Hodak

The Customer Experience Podcast

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Earned Growth Rate Is the Evolution of NPS, Right?

I remember you writing about this, I think on, I saw it on LinkedIn maybe a year ago. Earned growth rate is essentially the evolution of NPS. EGR looks not just at how many people said they would refer you, but what percentage of your revenue is derived from people who were referred to you or from repeat business. And I think that over the next several years, EGR is going to become more prominent and replace NPS.

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