Uploaded February 2022 | Updated September 2026, 4 hours ago

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Today on RBDR: Celebrated business consultant Fred Reichheld, author of
three books and 2003 creator of Net Promoter Score, realizes
new times require a new loyalty metric. He developed Earned Growth for a more precise measurement of repeat business, as well as referrals gained
from customers. (Link to the Blake Morgan - Reichheld "Modern Customer" podcast: youtube.com/watch?v=4rzJqL-WTQY)

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