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Customer Defection Impact – Free Excel Calculator

Customer Defection Impact – Free Excel Calculator

Customer Defection Impact – So What is the Big Deal? All businesses have customers that defect, but what is the customer defection impact to the business? The two BIG questions are, What percentage of your customers defect each year? How large is the cost of...
Net Promoter Score (NPS)

Net Promoter Score (NPS)

The Ultimate Question Defined In 2003, the Net Promoter Score or NPS was unveiled in the Harvard Business Review¬†by Fred Reichheld of Bain and Company. Of particular interest is the arresting title: “The One Number You Need to Grow” NPS is considered...