Answering the Ultimate Question: How Net Promoter Can Transform Your Business
- List Price:
- Buy New: $7.63
as of 9/2/2014 05:18 EDT details
- You Save: $22.32 (75%)
- Seller:ACORN BOOKS
- Sales Rank:448,665
- Languages:English (Unknown), English (Original Language), English (Published)
- Number Of Items:1
- Shipping Weight (lbs):1.2
- Dimensions (in):9 x 6.1 x 1.2
- Publication Date:November 24, 2008
Availability:Usually ships in 1-2 business days
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.
CERTAIN CONTENT THAT APPEARS ON THIS SITE COMES FROM AMAZON SERVICES LLC. THIS CONTENT IS PROVIDED ‘AS IS’ AND IS SUBJECT TO CHANGE OR REMOVAL AT ANY TIME.