Description
Explore the transformative insights in 'Answering the Ultimate Question' by Fred Reichheld, co-authored by Richard Owen and Laura Brooks. This must-read business book delves into the critical inquiry: 'How likely is it that you would recommend this company to a friend or colleague?' Discover why traditional customer satisfaction measures can fall short and how the innovative Net Promoter Score (NPS) can provide you with a clearer picture of customer loyalty. With rich case studies and actionable strategies, this 320-page book equips business leaders and marketers with the tools needed to foster genuine customer relationships and drive sustainable growth. Ideal for professionals seeking to enhance their understanding of loyalty metrics and improve customer engagement, this book serves as a roadmap for organizations striving to thrive in today’s competitive landscape. Discover the difference between 'bad profits' and 'good profits' and learn how to implement Net Promoter discipline across various industries. Perfect for marketing teams, management practitioners, and anyone focused on enhancing customer experience, make this essential addition to your business library today! Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled. Condition: BRAND NEW, ISBN: 9780470260692, Year: 2008, Publisher: John Wiley & Sons Inc (US), Pages: 320.
Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Condition: BRAND NEW
ISBN: 9780470260692
Year: 2008
Publisher: John Wiley & Sons Inc (US)
Pages: 320
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.
Note: Shipping for this item is free. Please allow up to 6 weeks for delivery. Once your order is placed, it cannot be cancelled.
Condition: BRAND NEW
ISBN: 9780470260692
Year: 2008
Publisher: John Wiley & Sons Inc (US)
Pages: 320
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.