Why Customer Advocacy Beats NPS ft. Mark Organ

Customer loyalty is really only ever measured by what people do. Not what they say. 

In this episode of Relationship Capitalists, host Jason Masciarelli sits down with Mark Organ, CEO and Head Coach at Categorynauts, founder of six companies, and a leader who has helped build major software categories, to explore how relationship capital becomes a measurable business asset. Mark shares why NPS misses the deeper picture, how customer advocacy can drive growth beyond ARR, and why leaders in the age of AI need to build deeper networks, not just bigger ones.

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