What does marketing have to do with carambola (starfuit)?

The Net Promoter System (NPS) is a well-known system for understanding customer feedback and loyalty. As the NPS founder Fred Reichheld shares in a Harvard Business Review article, “each time you live up to the Golden Rule, your reputation is enhanced; each time you fail, it is diminished. And the mathematics of long-term financial success — revenues, profits, cash flow — square perfectly with this scorecard.” Everyone wants to be treated with dignity, honor, and respect, and customers have come to expect it. We’ve all seen the social media posts of individuals who were not treated this way as customers – and how it can have negative consequences for brands given the digital platforms that now exist for poor experiences to be widely broadcast. NPS is an excellent tool to measure the frequency with which you are treating your customers in the right way – the way you’d like to be treated.