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A good measure of customer loyalty should be valid, reliable, and sensitive to changes in customer attitudes. For the most part, the Net Promoter Score achieves this (although it does have its drawbacks). One area the Net Promoter Score lacks in is how its scoring approach adds “noise” to the customer loyalty signal. The process of subtracting detectors from promoters may be “executive friendly” but

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You've seen them. You've answered them. It seems like everyone has an opinion about them. Here are five things to know about the famous Likert scale. (One for each response option!) The Likert scale was developed and named after psychologist Rensis Likert. The now ubiquitous Likert scale consists of multiple items. Participants are asked to rate their level of agreement to items that describe a

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There are some interesting known differences between men and women in the psychological literature. For example, women tend to be better judges of emotion when looking at faces for just 0.2 of a second[pdf]! And across many measures of ability, while both men and women tend to exhibit overconfidence, men are generally more overconfident than women  and this is especially the case when men do

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