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What Net Promoter Gets Wrong About Customer Sentiment (and What to Do About It)
What Net Promoter Gets Wrong About Customer Sentiment (and What to Do About It)

The popular Net Promoter Score is easy to use, despite flaws that make it an...

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Customer Frustration and Business Vulnerability: Stephen Beck Talks to Marketing Smarts [Podcast]
Customer Frustration and Business Vulnerability: Stephen Beck Talks to Marketing Smarts [Podcast]

Change expert and business consultant Stephen Beck discusses how focusing on...