See how Schwab shifted its focus from customer transactions to relationships.
Would your customers recommend your company to a friend?
Rob Markey recalls the moment he realized the value of a simple and clear customer metric.
In this Harvard Business Review Management Tip, Fred Reichheld describes key steps that build loyalty.
Companies that live up to the Golden Rule build loyalty, and in turn achieve great results.
Motivate employees to provide better service, not to beg for higher scores.
Avoid bad profits by treating your customers right, and earning their loyalty.
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