Richard Owen

(Author)

Answering the Ultimate QuestionHardcover, 1 November 2008

Answering the Ultimate Question
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Print Length
320 pages
Language
English
Publisher
Jossey-Bass
Date Published
1 Nov 2008
ISBN-10
0470260696
ISBN-13
9780470260692

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

Author:
Richard Owen
Book Format:
Hardcover
Country of Origin:
US
Date Published:
1 November 2008
Dimensions:
22.86 x 15.49 x 3.05 cm
Genre:
Business Aspects
ISBN-10:
0470260696
ISBN-13:
9780470260692
Language:
English
Location:
San Francisco, CA
Pages:
320
Publisher:
Weight:
521.63 gm

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