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.
Answering the Ultimate Question: How Net Promoter Can Transform Your Business
imusti
$27.30 - $34.12
- UPC:
- 9780470260692
- Maximum Purchase:
- 2 units
- Binding:
- Hardcover
- Publication Date:
- 2008-11-24
- Author:
- Richard Owen;Laura L. Brooks PhD
- Language:
- english
- Edition:
- 1