“How likely is it that you would recommend this company (or product or service) to a colleague or friend?” This might just be one of the most important questions you will ever ask your customers. The answer results in what’s known as a Net Promoter Score (NPS), which companies use not only to measure customer delight but to define business practices. The goal, of course, is simple: Create more promoters and fewer detractors. “Promoters are the people who ...

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