We’re all on the lookout for the newest approach, for that proverbial magic pill that will give us a leg up on the competition. Fred Reichheld, in his book The Ultimate Question, believes that he has uncovered that very magic pill. In his view, the answer to a single question – How likely are you to recommend us to a friend or colleague? – is the only thing that business operators need to know from their customers. The result, marketed as the Net Promoter Score (NPS), has received a lot of attention in recent months.
About CCW Digital
CCW Digital is the research and editorial arm of Customer Management Practice, covering the people, processes and technology behind customer contact. We publish verified data, operational case studies and lessons from the field for a community of 180,000 customer experience professionals.
Every week, CCW Digital brings the industry straight to you – new insights, market reports, and lessons from the field.
Webinars that skip the fluff with practical lessons from experts solving real challenges right now.
Our Market Studies give leaders the benchmarks to act and sponsors the spotlight where it matters most.
Analyst Reports cut straight to the challenge that matters now, giving readers sharp insight and sponsors unmatched visibility.
