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

imusti

$27.30 - $34.12
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UPC:
9780470260692
Maximum Purchase:
2 units
Binding:
Hardcover
Publication Date:
2008-11-24
Author:
Richard Owen;Laura L. Brooks PhD
Language:
english
Edition:
1
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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.