Mutual Loyalty. The Legendary Strategy of Genuine Customer Engagement

Almost 20 years ago, consultant and sales expert Fred Reichheld made the whole world pay attention to the economy of loyalty. He developed and described in his bestseller "The Ultimate Question" the Net Promoter System (NPS). Since then, the NPS system has become the primary method for assessing customer experience and has been implemented in companies such as Apple, Cisco, Nike, Zappos, Philips, GE, and many others. Today, the author is taking his system to a new level — NPS 3.0 and continues to demonstrate that the main goal of business should be not short-term shareholder profit, but enriching the lives of its customers.
This book will be useful for those managers and marketers who seek a specific tool necessary for the success and prosperity of the company in the modern customer-centric world.