The End of Revolving-Door Leadership

You’ll never win over the 1s and 2s, so just let them go. Here’s why you should focus on the 4s: They are quietly satisfied. They may come back again, but they won’t bring others back with them. Fives, on the other hand, are more vocal. They are advocates for your organization. The more 5s you have, the more positive word-of-mouth you get, and the more positive word-of-mouth you get, the more support you get. Great companies must have at least 70 percent of their customer satisfaction scores in the 5s.