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- Author: Richard Owen
- Publisher: Jossey-Bass
- ISBN-10: 0470260696
- ISBN-13: 9780470260692
- Format: 15.5 x 22.9 x 3.1 cm, kieti viršeliai
- Language: English
- SAVE -10% with code: EXTRA
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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.
EXTRA 10 % discount with code: EXTRA
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- Author: Richard Owen
- Publisher: Jossey-Bass
- ISBN-10: 0470260696
- ISBN-13: 9780470260692
- Format: 15.5 x 22.9 x 3.1 cm, kieti viršeliai
- Language: English English
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.
Reviews