Answering the Ultimate Question : How Net Promoter Can Transform Your Business Hardback
by Richard Owen, Laura L., PhD Brooks
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.
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Out of StockMore expected soonContact us for further information
- Format:Hardback
- Pages:320 pages, Charts: 49 B&W, 0 Color; Screen captures: 2 B&W, 0 Color; Tables: 7 B&W, 0 Color; Exhibit
- Publisher:John Wiley & Sons Inc
- Publication Date:05/12/2008
- Category:
- ISBN:9780470260692
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Information
-
Out of StockMore expected soonContact us for further information
- Format:Hardback
- Pages:320 pages, Charts: 49 B&W, 0 Color; Screen captures: 2 B&W, 0 Color; Tables: 7 B&W, 0 Color; Exhibit
- Publisher:John Wiley & Sons Inc
- Publication Date:05/12/2008
- Category:
- ISBN:9780470260692