More on this book
Kindle Notes & Highlights
Whenever a customer feels misled, mistreated, ignored, or coerced, profits from that customer are bad.
The more metrics you track, the less relevant each one becomes.
There is no way to deceive or exploit customers and build better relationships with them at the same time, at least not in the long run.
While loyalty isn’t the only factor determining growth, profitable organic growth cannot long be maintained without it.
it is the behaviors, not the scores, that define promoters, passives, and detractors.
it’s impossible to create loyal customers without first inspiring a team of employees so they become promoters themselves.
If employees aren't promoters, don't expect customers to be either
