Subscriber Exclusive 
NPS founder Fred Reichheld on the dawn of ‘customer capitalism’
Acknowledging NPS is being “destroyed” by misuse, the founder of Net Promoter Score has developed a complementary metric aimed at ushering in the era of customer capitalism – if marketers are ready to be radical.
After asking several hundred executives worldwide what the primary purpose of their organisation was, NPS founder Fred Reichheld was stunned.
Just 10% of those surveyed described serving the customer as their primary purpose.
