1 Maximizing Customer Loyalty and NPS ® with Referral Marketing Case Study: H&R Block Canada“To truly take full advantage of a Net Pro- moter System ® , advanced practitioners know that it’s vital to mobilize promoters, i.e., your most loyal customers.” 2 Once a Net Promoter ® program begins to increase the number of promoters, people often mistakenly assume that referrals will just naturally follow. How- ever, to truly take full advantage of a Net Promoter System ® , advanced practitioners know that it’s vital to mobilize promoters, i.e., your most loyal customers. So, why is it that of the 60% of com- panies doing some form of referral marketing, only 5% have a system to actually support it? Seeing the cost of such a missed opportunity, H&R Block Canada knew they needed the

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