The Earned Growth Rate (EGR) Metric and Listener Questions with Helen Feber

Helen Feber is the Managing Partner at Referential, Inc., a consultancy that has been delivering innovative, high-quality advocacy-related services globally for over 26 years. She is also on the oversight committee at ICCAP, the Institute of Certified Customer Advocacy Professionals. She’s retiring at the end of the year and as one of the pioneers of the industry, I was excited to get her reflections on the current state of customer marketing. She gives us the intel on NPS 3.0, breaks down a new way of measuring advocacy called earned growth rate, what elements would go into her dream program, and also took the time to answer some grab bag questions from the community.

You can find the full transcript here.

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