Book Excerpt: Word-of-Mouth Economics at Dell [Archive.org URL]

Some marketers may shy away from measuring the Net Promoter Score because it sounds too complex. But others are not daunted. To show how it is done, a Bain & Company team used the approach to quantify the value of promoters and detractors in the personal-computer business. The team used only publicly available data so that what it did could serve as a model for companies that lack sophisticated databases. Indeed, the same approach can be used by prospective investors-even by competitors-to understand a firm’s customer-relationship economics.

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