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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.
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Answering the Ultimate Question, Richard Owen
- Idioma
- Publicado en
- 2008
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- (Tapa dura)
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- Título
- Answering the Ultimate Question
- Idioma
- Inglés
- Autores
- Richard Owen
- Editorial
- Jossey-Bass
- Publicado en
- 2008
- Formato
- Tapa dura
- Páginas
- 304
- ISBN10
- 0470260696
- ISBN13
- 9780470260692
- Serie
- Etiquetas
- No ficción, Comercio, Negocios & Gestión, Marketing & Ventas
- Calificación
- 3,55 de 5
- Descripción
- 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.