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The Network Imperative
book

The Network Imperative

by Barry Libert, Megan Beck, Jerry Wind
June 2016
Intermediate to advanced content levelIntermediate to advanced
256 pages
5h 7m
English
Harvard Business Review Press
Audiobook available
Content preview from The Network Imperative

PRINCIPLE 5

CUSTOMERS

From Customers to Contributors

What makes eBay successful—the real value and the real power at eBay—is the community.

It’s the buyers and sellers coming together and forming a marketplace.

—Pierre Omidyar, founder, eBay

EVERY COMPANY WANTS TO INCREASE ITS CUSTOMERS’ LIFETIME VALUE AND SHARE OF WALLET. Often, the first step is to measure loyalty. A loyal customer is likely to be a repeat buyer with lower acquisition costs. Perhaps fifteen years ago, companies became sophisticated in their understanding of customer value and began looking at advocacy or promotion. In 2003, Fred Reichheld of Bain & Company introduced the popular Net Promoter Score (NPS), which measures the likelihood of your customer base to recommend your ...

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Publisher Resources

ISBN: 9781633692060