Blasberg, John; Vishwanath, Vijay; Allen, James - In: Strategy & Leadership 36 (2008) 2, pp. 16-23
Purpose – Executives need a more advanced tool for examining consumers' loyalty, one that provides a sharper, more precise view. this paper aims to introduce such a tool. Design/methodology/approach – The paper looks at Bain's Net Promoter Score (NPS). Findings – The paper finds that the...