Net Promoter's Promoter on What Works

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Though many have made careers out of calculating the relative power of a brand, perhaps it really comes down to just one simple question: Would you recommend this brand to a friend? Compute that on a scale of one to 10 and weigh advocates against detractors and you have a Net Promoter score, an idea advanced by Satmetrix and Fred Reichheld’s 2006 book The Ultimate Question. A new book by Richard Owen, the CEO of Satmetrix, takes the idea further with advice on how to improve your NetPromoter score.

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