Building Value One Customer at a Time

I would like to take a moment to discuss where we've been with the Net Promoter research, and how it fits with the way companies are using and validating Net Promoter Score (NPS) in their businesses. There have been some critics from various corners of the market research world who are doing a poor job explaining what Net Promoter is about, and we recently received a request in the discussion forum to clarify our position -- especially for many of our community members who have not reviewed the original research.