Answering the Ultimate Question: How Net Promoter Can Transform Your Business
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- Sales Rank:438,035
- Languages:English (Unknown), English (Original Language), English (Published)
- Number Of Items:1
- Shipping Weight (lbs):1.2
- Dimensions (in):6.3 x 1.1 x 9.3
- Publication Date:November 24, 2008
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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.
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