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Blog posts tagged in customer loyalty
Janne Ohtonen has published a new book called “You Think You Are Doing Well? Become a Winner With Customer-Centric Process Leadership!” which looks into business process management and leadership from a fresh perspective. The world is full of recipes for success, but too often we forget that success comes from within ourselves through the work what we do (for our customers, with our colleagues). One could even claim that success is mainly about attitude. When you have the right attitude, you focus on the right things, you overcome obstacles, you feel better and you work more efficiently. Surely you know what...
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The US-based Net Promoter Score (NPS) is used by businesses across the globe as an indicator of company growth and customer loyalty. Many of the world’s largest and most successful companies also rely on the NPS. But what does the NPS tell us about company performance? And can it really be used universally? I am not convinced that the NPS is suitable for every market – we need to handle what appears on first view a great tool – with a little care. This may seem a bold statement, but if you look at the way some companies measure performance, the...
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