Answering the Ultimate Question - How Net Promoter Can Transform Your Business (Hardcover)

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.

General

Imprint:	John Wiley & Sons
Country of origin:	United States
Release date:	December 2008
First published:	November 2008
Authors:	Richard Owen • Laura L Brooks
Dimensions:	229 x 163 x 28mm (L x W x T)
Format:	Hardcover
Pages:	320
ISBN-13:	978-0-470-26069-2
Categories:	Books > Business & Economics > Business & management > Sales & marketing > General Promotions
LSN:	0-470-26069-6
Barcode:	9780470260692

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