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PW 2012 Video: How Net Promoter Companies Thrive in a Customer-Driven World

Presented by: Fred Reichheld, Bain Fellow and Founder of Bain & Company’s Loyalty Practice

Fred Reichheld created the Net Promoter® System (NPS) of management, and is well-known for his work in the area of customer and employee retention, and its link to company profits. Fred will reveal how many of the world’s top brands are using NPS to generate extraordinary results and offer actionable information about how to unleash profitable growth by systematically converting more customers into promoters and fewer into detractors.


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