1. True loyalty clearly affects profitability. While regular Customers are not always profitable, their choice to stick with a product or service typically reduces a company's Customer acquisition costs.
2. Loyal Customers talk up a company to their friends, family, and colleagues.
3. The tendency of loyal Customers to bring in new Customers at no charge to the company is particularly beneficial as a company grows.

DOCUMENT DESCRIPTION

The Net Promoter Score is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix Systems.

It was introduced by Reichheld in his 2003 Harvard Business Review article "One Number You Need to Grow".

Today, the Net Promoter Score has been widely adopted with more than two thirds of Fortune 1000 companies using the metric.

If you are interested in introducing your organization to the Net Promoter Score approach, you can use and customize this presentation.

Let us know if you need any support in deploying the Net Promoter Score (NPS) in your organization.

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