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The One Number You Need to Grow
HEADLINE: You simply need to know what your customers tell their friends about you.
If growth is what you’re after, you won’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell their friends about you.
You can read the paper further down on this page, or access the paper (PDF) in Google Drive, here.
Title: The One Number You Need to Grow
Topic: not yet specified
Keywords: Growth, customer, loyalty, facts, questions, word of mouth, marketing
Type: not yet specified
Date produced: not yet specified
These findings point to an entirely new approach to customer surveys, one based on simplicity that directly links to a company’s results. By substituting a single question—blunt tool though it may appear to be—for the complex black box of the typical customer satisfaction survey, companies can actually put consumer survey results to use and focus employees on the task of stimulating growth.
FNPS Article by Reichheld - ReichheldThe One Number You Need to Grow.pdfTo download, click the pop-out icon in the top-left of the document displayed on this page. That will open a new browser tab where you can download the document.
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