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Retaining customers is critical to business success. NPS is used as a metric for customer loyalty, which strongly correlates with revenue growth. Data are obtained via a variant of the simple question "What is the likelihood that you would recommend us?" with the 0-10 score range. Scores of 9 or 10 mean "promoters" and "not price sensitive "; 7 or 8 for "passives"; and, 6 or lower for "detractor" and "price sensitive". We have the following survey data:
Score 0 1 2 3 4 5 6 7 8 9 10
Freq. 1 3 5 4 7 15 22 51 85 73 59
(a) Calculate the percentage of promoters. (b) Calculate the percentage of detractors. (c) Calculate the net promoter score.
Describe the generic product development process described in the chapter. How does the process change for "technology-push" products
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if your best friend came to you and said that their electronics business was doing poorly and you looked over their
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Tetenbaum and Laurence conclude that Heifetz’s adaptive leadership model is “the right leadership model for the times." Post a response to this assertion, stating whether you agree or disagree with their conclusion and the reason for your opinion
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Which of the following statements about cultural intelligence is true? Which of the following is the last component of cultural intelligence?
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