Glossary
Net Promoter System
customer experience
A holistic operating framework created by Bain & Co. based on common key elements from successful loyalty leaders across many industries. Many organizations became early adopters of the NPS metric. Authors Fred Reichheld and Rob Markey’s book, The Ultimate Question 2.0, contains a detailed examination of the framework, along with many stories about how companies put the framework into practice.
Experience 101
Platform
Company
Resources
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