Искренняя лояльность. Ключ к завоеванию клиентов на всю жизнь. Фред Райхельд
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СКАЧАТЬ приведенных авторами, либо из полученных ими сообщений.

      Владельцы этого термина, ставшего товарным знаком: Satmetrix Systems, Bain & Company и Фред Райхельд. Оформив этот статус, мы преследовали две цели: способствовать универсальному и единообразному использованию слова «NPS» и защитить термин от незаконного присвоения прав на него.

      2

      Randall Stross, “Why Time Warner Has Fallen in Love with AOL Again,” New York Times, September 25, 2005. В ходе исследования проанализировано 12 тысяч компаний из 12 стран, как развитых, так и развивающихся. Оказалось, что только 9 % из них квалифицируются как стабильные создатели стоимости, то есть совокупный темп роста их доходов и прибылей составляет не менее 5,5 % в год после вычета затрат на привлечение капитал.

      3

      BusinessWeek Online, “Online Extra: Jeff Bezos on Word-of-Mouth Power,” August 2, 2004.

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