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The Power of Service standard

There is a book called The Ultimate Question by Fred Reichheld that discusses how all customer satisfaction can be boiled down to one question: How likely is it that you would recommend this company to a friend or colleague? Using the data received from a survey of your customers a metric called the Net Promoter Score (NPS) is created, measuring your customer satisfaction.  This book was a hit last year, and I even saw the NPS formula used in a kickoff presentation last week. I spent the day yesterday on the road, and had an interesting conversation when I returned my rental car.  Interesting only because I have never been asked the following question before, the topic was fresh on ...

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