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June 30, 2008

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Bruce Temkin

I couldn't agree more. I work with a lot of companies that use NPS. The successful ones use it in conjunction with several other measurements. There's nothing magical about NPS, what's more important is how you use it. I often say that firms need to "LIRM," which stands for Listen, Interpret, Respond, and Monitor. NPS, on its own, only coveres a piece of the "L" part of the equation.

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