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Answering the Ultimate Question - 9780470260692
Un libro in lingua di Brooks Laura L. Ph.d. Richard Owen edito da John Wiley & Sons Inc, 2008
- € 29.30
- Il prezzo è variabile in funzione del cambio della valuta d’origine
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.
Informazioni bibliografiche
- Titolo del Libro in lingua: Answering the Ultimate Question
- Sottotitolo: How Net Promoter Can Transform Your Business
- Lingua: English
- Autori : Brooks Laura L. Ph.d. Richard Owen
- Editore: John Wiley & Sons Inc
- Collana: John Wiley & Sons Inc (Hardcover)
- Data di Pubblicazione: 24 Novembre '08
- Genere: BUSINESS and ECONOMICS
- Argomenti : Customer relations Customer loyalty Consumer satisfaction
- Pagine: 304
- Dimensioni mm: 234 x 152 x 31
- ISBN-10: 0470260696
- EAN-13: 9780470260692