What Net Promoter Gets Wrong About Customer Sentiment (and What to Do About It)

If you were running for president and a Gallup poll directly asking voters their voting intentions said you would win yet a prominent data guru's predictive model said you'd lose—would you be confident on election night? Mitt Romney faced this situation in 2012, and he believed the favorable Gallup poll results. After all, the results came right out of voters' mouths.Read the full article