A Longitudinal Examination of Net Promoter and Firm Revenue Growth

  title={A Longitudinal Examination of Net Promoter and Firm Revenue Growth},
  author={Timothy L. Keiningham and B. Cooil and T. W. Andreassen and Lerzan Aksoy},
  journal={Journal of Marketing},
  • Timothy L. Keiningham, B. Cooil, +1 author Lerzan Aksoy
  • Published 2007
  • Business
  • Journal of Marketing
  • Abstract Managers have widely embraced and adopted the Net Promoter metric, which noted loyalty consultant Frederick Reichheld advocates as the single most reliable indicator of firm growth compared with other loyalty metrics, such as customer satisfaction and retention. Recently, however, there has been considerable debate about whether this metric is truly superior. This article (1) employs longitudinal data from 21 firms and 15,500-plus interviews from the Norwegian Customer Satisfaction… CONTINUE READING
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