Mehr zum Buch
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.
Buchkauf
Answering the Ultimate Question, Richard Owen
- Sprache
- Erscheinungsdatum
- 2008
- Einband
- (Hardcover)
Hier könnte deine Bewertung stehen.
- Titel
- Answering the Ultimate Question
- Sprache
- Englisch
- Autor*innen
- Richard Owen
- Verlag
- Jossey-Bass
- Erscheinungsdatum
- 2008
- Einband
- Hardcover
- Seitenzahl
- 304
- ISBN10
- 0470260696
- ISBN13
- 9780470260692
- Reihe
- Schlagwörter
- Sachbücher, Handel, Wirtschaft & Management, Marketing & Vertrieb
- Bewertung
- 3,55 von 5 Sternen
- Beschreibung
- 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.