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Opis

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.

Szczegóły książki

Kategoria Książki po angielsku Economics, finance, business & management Business & management Sales & marketing

• Pełny tytuł: Answering the Ultimate Question
• Autor: Richard Owen
• Język: Angielski
• Oprawa: Twarda
• Liczba stron: 320
• EAN: 9780470260692
• ISBN: 0470260696
• ID: 01329326
• Wydawca: John Wiley & Sons Inc
• Waga: 522 g
• Wymiary: 236 × 160 × 29 mm
• Data wydania: 05. December 2008

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