Richard Owen

(Author)

Answering the Ultimate Question: How Net Promoter Can Transform Your BusinessMP3 CD, 26 July 2016

Answering the Ultimate Question: How Net Promoter Can Transform Your Business
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Language
English
Publisher
Audible Studios on Brilliance
Date Published
26 Jul 2016
ISBN-10
1522697837
ISBN-13
9781522697831

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.

Product Details

Authors:
Richard OwenLaura L Brooks
Book Format:
MP3 CD
Country of Origin:
US
Date Published:
26 July 2016
Genre:
Business Aspects
ISBN-10:
1522697837
ISBN-13:
9781522697831
Language:
English

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