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

Autor R Owen
en Limba Engleză Hardback – 4 dec 2008
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.
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Specificații

ISBN-13: 9780470260692
ISBN-10: 0470260696
Pagini: 320
Dimensiuni: 163 x 229 x 28 mm
Greutate: 0.52 kg
Editura: Wiley
Locul publicării:Hoboken, United States

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"Would you recommend this company to your friends and colleagues?" That question, based on Fred Reichheld's The Ultimate Question, challenged the conventional wisdom of customer satisfaction surveys and pointed to a faster, more accurate way of gauging customers' real feelings about a company.