Answering the Ultimate Question: How Net Promoter Can Transform Your Business . Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question. It coined the terms 'bad profits' and 'good profits' and pointed to a faster,
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| Title | : | Answering the Ultimate Question: How Net Promoter Can Transform Your Business |
| Author | : | |
| Rating | : | 4.88 (722 Votes) |
| Asin | : | 0470260696 |
| Format Type | : | Hardcover |
| Number of Pages | : | 320 Pages |
| Publish Date | : | 2008-11-24 |
| Genre | : |
Editorial : "this detailed and lengthy booklooks at ways in which companies' NPS ratings can be improved" (Research Magazine, February 2009) ‘The book covers the core process of capturing accurate data, using the results to investigate internal and customer-facing processes.' (Quality World, September 2010).
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.
This book lets you see the big picture, but omits many of the most useful formulae that you may need in your career. This narration is the trip that many have dreamed of taking, but no one has the guts to undertake. Not to mention an excuse to re-read the previous books…. As a choral music educator from Florida, I have long admired the work of Andre Thomas. This is a wonderful book-I don't think I have seen many if not one like it in the market place. Definitely worth having if you're a fan of animation.. He won, and married her. I have started to build a copy of a 1960 RS60 and this book is invaluable in giving me the details of the interior.. That realization makes any anti-technology screed seem all the more futile. This is a charming story about two very different men who build a very special relationship.
I was given this in return for an honest review by Inked Rainbow Reads.
~Sarah. This is real stuff. I found this book to be complete, thorough, and i
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