Net Promoter Score - The Search for the Magic Pill

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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.