Placeholder text

Go to cart

Answering the Ultimate Question

By Richard Owen

Product Image: Answering the Ultimate Question

Answering the Ultimate Question

Only 1 item left in stock
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. Answering the Ultimate Question builds on the link between Net Promoter Scores and business growth and profitability. Combined with an operational discipline to increase Promoters and reduce Detractors, Net Promoter represents a potential win-win for businesses and their customers. The Net Promoter Score offers a near-real-time metric closely coupled and correlated with precipitating actions. Instead of waiting months for long, drawn-out surveying, analysis, and interpretations, Net Promoter will affect real, positive change for those organizations that apply it correctly. Drawing on illustrative case-study findings from the more than eighty companies for which the authors have helped to put Customer Experience Management and Net Promoter disciplines in place, this book is designed to help apply Net Promoter correctly, and foster growth and profitability in any organization.
Product details
Edition:
1
Number of Pages:
320
Release Date:
2008-12-05
Publication Date:
2008-11-01
Publisher:
Wiley
Languages:
Original: English
ISBN10:
0470260696
ISBN13:
9780470260692
GPSR Manufacturer Reference:
[email protected]
Weight:
621 g
Height:
157 cm
Width:
235 cm
Thickness:
22 cm

Condition

Show more

Show less
Good
The items bear minimal signs of past use, such as light scratches or memories in the form of markings. These signs of wear give the items a charming character and tell stories of their previous owners, while not affecting their functionality.
Available immediately
€4,69

Incl. VAT, plus shipping costs

PayPal
Visa
Mastercard
American Express
Only 1 item left in stock

Verified second-hand article

Verified second-hand item

Free shipping from 19€

€4,69