"Why Customer Gratitude Trumps Loyalty" Flashcards
1
Q
What was the initial surprise finding in the article?
A
The narrow focus on enthusiastic customers at Enterprise
2
Q
How did the authors dig deeper and what were the findings?
A
2 years of research linking actual customer behavior with responses
One question consistently correlated with growth → became NPS question
Discovered strong correlation between NPS and company’s revenue
3
Q
What are the key takeaways re: NPS scores?
A
