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customer loyalty

Net Promotor Score (NPS) explained

May 17th, 2023

Net Promotor Score (NPS): this article explains the concept of the Net Promotor Score or NPS, developed by Fred Reichheld in a practical way. In addition to explaining what this concept is and how you can calculate it, this…

Service Profit Chain model and steps explained

November 8th, 2022

Service Profit Chain: 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 is the Service Profit Chain model? The American economists W. Earl…
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