It is claimed by Reichheld and Sasser (1990) that a 5% improvement in customer retention can cause an increase in profitability between 25% and 85% (in terms of net present value) depending upon the industry.
"Net Promoter Score" is a customer loyalty metric developed by (and a registered trademark of) Fred Reichheld, Bain & Company, and Satmetrix.
Fred Astaire | Fred Frith | Fred Quimby | Fred Thompson | Fred Beckey | Fred MacMurray | Fred Willard | Fred Hersch | Fred | Fred Seibert | Fred R. Harris | Fred Olen Ray | Fred Neil | Fred Hoyle | Fred Flintstone | Fred Couples | Fred Noonan | Fred Wilson | Fred Upton | Fred Rogers | Fred Gwynne | Fred Williamson | Fred Van Lente | Fred Trueman | Fred Titmus | Fred Silverman | Fred Schneider | Fred Schepisi | Fred M. Vinson | Fred Lynn |