The majority of companies spend most of their time focusing on non-customers and dissatisfied customers. Most of the time the most valuable customers and employees are neglected. But what will happen when you start focussing on your superpromoters, the most enthusiastic customers and employees who spread their enthusiasm and infect others with it?
Rijn will show that companies who do this will change their companies culture. They become more customers centric and become more successful on every aspect of their business. This has major implications for marketing, market research and implementation of customer relation systems like NPS.