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Owen, Richard

Answering the Ultimate Question: How Net Promoter Can Transform Your Business

Owen, Richard - Answering the Ultimate Question: How Net Promoter Can Transform Your Business, ebook

29,80€

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ISBN: 9780470462638
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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.

Author(s)
 
Publisher
John Wiley and Sons, Inc.
Publication year
2009
Language
en
Edition
1
Page amount
280 pages
Category
Economy
Format
Ebook
eISBN (ePUB)
9780470462638
Printed ISBN
9780470260692

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