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While many executives talk about the importance of customer loyalty, there is a big disconnect between what CEO's are saying and what customers are feeling about their companies. As a result, few companies are achieving the tremendous growth potential available through creating more "Promoters" - enthusiastic customers who purchase more, stay longer, and recommend your company to their friends.
"When we recently surveyed 362 firms, we found that 80% believed they delivered a "superior experience" to their customers. But when we then asked customers about their own perceptions, we heard a very different story. They said that only 8% of companies were really delivering.-Bain & Company study
Our Net Promoter System (NPS) helps companies:
"We use FranklinCovey to measure customer service in our stores and have been extremely pleased with our results. Our scores have improved significantly and we have seen a strong correlation with delighting customers and sales revenue."- CEO, Home Improvement Retailer