Frederick F. Reichheld talks about a unit of measurement, the loyalty of customers, and the relevance to company growth. Just by using a survey of one question (that question being would you recommend this company or service to another person) and dividing the results into three different categories a company could correlate the amount of people in the top category, in relation to the lowest one, with the growth of the company. Not only could you do this, but if you were to increase the amount of people in the top category, in relation to the lowest one, then you would increase the growth of the company.
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