| Description |
1 online resource (323 pages) |
| Contents |
ANSWERING THE ULTIMATE QUESTION: How Net Promoter Can Transform Your Business; Contents; Introduction; Chapter 1: Net Promoter Fundamentals and Operating Model; Chapter 2: Using Customer Economics and Segmentation to Maximize Loyalty; Chapter 3: Driving Change; Chapter 4: Designing an Enterprise Roadmap; Chapter 5: Building Trustworthy Data; Chapter 6: Determining the Root Cause of Promoters and Detractors; Chapter 7: The Closed-Loop Process; Chapter 8: Setting Realistic Targets and Improvement Strategies; Chapter 9: Innovation Drives Transformation; Resources: Interviews Conducted |
| 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 me |
| Notes |
Print version record |
| Subject |
Business.
|
|
Customer relations.
|
|
Customer loyalty.
|
|
Consumer satisfaction.
|
|
Success in business.
|
|
businesses (business enterprises)
|
|
business (commercial function)
|
|
Business
|
|
Consumer satisfaction
|
|
Customer loyalty
|
|
Customer relations
|
|
Success in business
|
| Form |
Electronic book
|
| Author |
Brooks, Laura L
|
| ISBN |
9780470395721 |
|
0470395729 |
|
1281937657 |
|
9781281937650 |
|
