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TGM Classic | Fred Reichheld | Bain’s High Priest of Customer Loyalty Teaches the Secret to Winning on Purpose in Business

The Greatness Machine

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The Impact of Net Promoter Score

This chapter features a conversation with the creator of the Net Promoter Score, exploring its significance in measuring customer loyalty and its broader implications for business success. The discussion emphasizes the importance of emotional connections in fostering loyalty and highlights the journey from humble beginnings to developing a tool that reflects the true impact of businesses on people's lives.

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