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ANSWERING THE ULTIMATE QUESTION

HOW NET PROMOTER CAN TRANSFORM YOUR BUSINESS



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Sinopse

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.

Detalhes do Produto

    • Formato:  ePub
    • Subtítulo:  HOW NET PROMOTER CAN TRANSFORM YOUR BUSINESS
    • Origem:  IMPORTADO
    • Editora: JOSSEY-BASS
    • Assunto: Administração
    • Idioma: INGLÊS
    • Edição:  1
    • Ano de Edição: 2008
    • Ano:  2016
    • País de Produção: United States
    • Código de Barras:  2000170817260
    • ISBN:  9780470462638

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