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 good, the bad and the ugly – 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....

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