I can’t take seeing yet another article extolling the virtues/lambasting the shortcomings of NPS. So I want to lay it all on the table – the pros and the cons – and try to offer a balanced assessment that neither canonizes nor demonizes Fred Reichheld, NPS, or its adherents or critics. Here are my ground rules. Objective: move beyond the near-religious arguments between the apostles and cynics and present facts, experiences and conclusions regarding NPS....

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