discussion post 1011

Customer Centricity
Following your review(Paper attched), prepare responses to the following discussion questions:

According to research, what are some of the key customer-centric characteristics of successful companies?
What are some of the ways that technology has shifted power from companies to consumers?
In discussing Net Promoter Score (NPS), why does Reicheld suggest doing surveys frequently rather than annually or just a few times a year?

Minimum 500-600 words.
Use the attached paper as one source and you may use additional research paper and peer-reviewed journals as well.
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