Appendix
Advice for the Journey
Since 2006, more than fifty senior executives from dozens of companies have shared their experience in open, honest dialog as members of the NPS Loyalty Forum. While the group includes many of the most advanced and experienced users of the Net Promoter system, several members joined relatively early in their process of adopting the approach. Though they come from different industries (the group meets under a nondisclosure agreement, and direct competitors to current members are excluded), they learn from each other. And though they are at very different points along their NPS journey, each has something to teach the others.
We asked members of the forum to share with us their best advice for others who are either ...
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