Business linkage analysis is the process of linking disparate business data sources together for the purposes of understanding the relationships between them (See Figure 1). Constituency linkage analysis allows us to better understand how employees and partner relationships impact the health of the customer relationships. The service profit chain depicted in Figure 2 (I added […]
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Beyond the Ultimate Question: Book includes comprehensive review of Net Promoter® Score (NPS) and presents better measures of customer loyalty and best practices of customer feedback programs.
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