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

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

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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.

Information

  • Format: Hardback
  • Pages: 320 pages, Illustrations
  • Publisher: John Wiley and Sons Ltd
  • Publication Date:
  • Category: Sales & marketing
  • ISBN: 9780470260692

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