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customer loyalty

Net Promotor Score (NPS)

November 12th, 2018

This article explains the concept of the Net Promotor Score / NPS, developed by Fred Reichheld in a practical way. After reading it, you will understand the basics of this useful marketing strategy tool. What is a Net Promotor…

Service Profit Chain

October 5th, 2018

This article explains the theory of the Service Profit Chain in a practical way. After reading it, you understand the core of this strategy theory. What are the Service Profit Chain? The American economists W. Earl Sasser Jr. and Leonard
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