| Description |
1 online resource (xiv, 304 pages) : illustrations |
| Summary |
"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"--Resource description page |
| Notes |
Title from title screen |
| Bibliography |
Includes bibliographical references and index |
| Notes |
Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002. http://purl.oclc.org/DLF/benchrepro0212 MiAaHDL |
|
digitized 2011 HathiTrust Digital Library committed to preserve pda MiAaHDL |
| Subject |
Customer relations.
|
|
Customer loyalty.
|
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Consumer satisfaction.
|
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Success in business.
|
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BUSINESS & ECONOMICS -- Customer Relations.
|
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Consumer satisfaction
|
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Customer loyalty
|
|
Customer relations
|
|
Success in business
|
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Kundenbindung
|
|
Customer relations.
|
|
Customer loyalty.
|
|
Consumer satisfaction.
|
|
Success in business.
|
|
Customer relations.
|
|
Customer loyalty.
|
|
Consumer satisfaction.
|
|
Success in business.
|
| Form |
Electronic book
|
| Author |
Owen, Richard, 1965-
|
| ISBN |
0470395729 |
|
9780470395721 |
|
9786611937652 |
|
661193765X |
|
9780470462638 |
|
0470462639 |
|
