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hbr
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: NPS is widely known and used in eCommerce and retail in general. The new version based on earned growth is described here as NPS 3.0. It is interesting to see how it is calculated and should make a lot of readers wary that their internal legacy systems (from POS and ERPs to their newer eCommerce websites and mobile apps) lack the information to compute the new NPS metric...