In 2003, Frederick Reichheld published a Harvard Business Review article entitled The One Number You Need to Grow. Reichheld’s article described a method for computing a simple, easy-to-understand customer satisfaction metric called the Net Promoter Score — and ushered in a flavor-of-the-month management practice that has left a bad taste in the mouth of academics and serious marketing researchers Continue reading “Why “The One Number You Need To Grow” is one number you should probably avoid”