Fred Reichheld

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Net Promoter

A "Selling to Small Business" blog, relayed a related thought:

"At the recent 2007 Inc 500 event, Scott Cook, founder of Intuit, gave one of the keynote presentations. In it he made a key point about net promoter scores. He said (paraphrasing):

'Don’t just focus on the detractors, trying to fix what’s wrong. Pay attention to the enthusiastic promoters of your business.'"

For fun, in contrast, see a Net Promoter blog Jeanne Bliss, author of Chief Customer Officer, called "Mining the Gold: Listening Hard to 'Detractors.'" Here is that link: http://netpromoter.typepad.com/jeanne_bliss/2007/07/mining-the-gold.html

Her next blog, due out in a few weeks, focuses on promoters.

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