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Economics and Inspiration: The Dual Imperatives
Like a well-built arch, the Net Promoter system rests firmly on two distinct pillars. If either one of the pillars isn’t attended to, the whole thing collapses.
One pillar is economic. Net Promoter makes it possible to invest in customer loyalty, and to calculate the return on that investment. It creates the possibility of a virtuous cycle—greater customer loyalty leading to higher profits, higher profits enabling more loyalty-building investment, and so on. Companies with that kind of accelerating economic advantage can leave competitors in the dust.
The other pillar is inspirational. Most people want to do the right thing by customers—to affect customers’ lives in a positive way. Net Promoter ...
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