In this article we introduce earned growth as the accounting-based counterpart for the Net Promoter Score, one that will reinforce the effectiveness of NPS, providing firms with a clear, data-driven connection between customer success, repeat and expanded purchases, word-of-mouth recommendations, a positive company culture, and business results.
WHY IT MATTERS: remote work means changing the way we work and the tools we use. This book extract provides an interesting diagram to help make sense of it all. Useful.