Answering the Ultimate Question : How Net Promoter Can Transform Your Business
Book Details
Format
Hardback or Cased Book
ISBN-10
0470260696
ISBN-13
9780470260692
Publisher
John Wiley & Sons Inc
Imprint
Jossey-Bass Inc.,U.S.
Country of Manufacture
US
Country of Publication
GB
Publication Date
Dec 5th, 2008
Print length
320 Pages
Weight
522 grams
Dimensions
23.60 x 16.00 x 2.90 cms
Product Classification:
Sales & marketingSales and marketing
Ksh 4,150.00
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0 in stock
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Quality
Fast
"Would you recommend this company to your friends and colleagues?" That question, based on Fred Reichheld's The Ultimate Question, challenged the conventional wisdom of customer satisfaction surveys and pointed to a faster, more accurate way of gauging customers' real feelings about a company.
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.
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