Net Promoter not all it’s cracked up to be

Vanderbilt Owen Graduate School of Management professor Bruce Cooil and his colleagues have found that Net Promoter, a popular customer loyalty metric that bills itself as the “single most reliable indicator” of a company’s ability to grow, might in fact not be all that – findings that may have ripple effects for heavy hitters GE, Allianz, Schwab, Intuit and Amex. Listen to a podcast about this story or read more.

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