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    Answering the Ultimate Question: How Net Promoter Can Transform Your Business

     
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    Answering the Ultimate Question: How Net Promoter Can Transform Your Business

    Description

    Fred Reichheld's 2006 book The Ultimate Question, that question being, "How likely is it that you would recommend this company to a friend or colleague?"-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question. In this book, Owen and Brooks tell how based on a variety of real case studies' to actually embed Net Promoter discipline in organizations of all types.

    Product details

    EAN/ISBN:
    9780470260692
    Edition:
    1. Auflage
    Medium:
    Bound edition
    Number of pages:
    320
    Publication date:
    2008-12-05
    Publisher:
    John Wiley & Sons
    Languages:
    english
    EAN/ISBN:
    9780470260692
    Edition:
    1. Auflage
    Medium:
    Bound edition
    Number of pages:
    320
    Publication date:
    2008-12-05
    Publisher:
    John Wiley & Sons
    Languages:
    english

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