Fred Reichheld's 2006 book The Ultimate Question, that question being, «How likely is it that you would recommend this company to a friend or colleague?»-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and effectively tracking changes going...
Innovation, often tempered by the language of inclusion, has become an indispensable element of contemporary development policy and practice in the so-called Global South. Driven by multinational companies, public–private partnerships and social enterprises, “innovation for development” aims to co-produce social goods (things of value) such as poverty alleviation with associated profit through innovative market-led solutions, opening up untapped and unserved markets in the developing world and...
