Even in an age of digital addiction, social media ads, and geo-targeting, word-of-mouth marketing is still one of the most powerful forms of marketing.
Your customers – both the happy ones and the unhappy ones – have an enormous amount of leverage when it comes to your brand’s reputation. What they tell other people about your product or service has the ability to expand your business quickly or destroy new growth.
That’s why it’s so important to measure NPS (Net Promoter Score) – a metric that shows you not how satisfied your customers are, but how likely they are to promote (or detract from) your business.
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