Answering the Ultimate Question

Name: Answering the Ultimate Question
Brand: Jossey-Bass
SKU: 9780470260692
Price: 2142.00 INR
Availability: InStock
ISBN: 9780470260692

Contributor(s): Owen, Richard Author Format: Hardback

Hardback · ISBN 9780470260692

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Key Specifications

ISBN	9780470260692
Publisher	Jossey-Bass
Publication date	November 2008
Language	English
MRP	£22.99 GBP
Page count	322
Item weight	132 g

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.

Answering the Ultimate Question

Key Specifications

Owen, Richard Author

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