| In this article, Barb Pellow discusses concepts from the book entitled The Ultimate Question: Driving Good Profits through True Growth by Fred Reichheld. Reichheld’s book argues that many companies are addicted to bad profits and highlights the importance of calculating your Net Promoter Score. It also provides definitions of customers who serve as Promoters, Passives, and Detractors. Pellow takes these concepts and applies them to a recent personal experience, then offers strategies for getting started on the road to success.
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