ISBN:
0470395729
,
9780470395721
,
9786611937652
,
661193765X
,
9780470462638
,
0470462639
,
9780470260692
Language:
English
Pages:
1 online resource (xiv, 304 pages)
,
illustrations
Edition:
1st ed.
Keywords:
Customer relations
;
Customer loyalty
;
Consumer satisfaction
;
Success in business
;
BUSINESS & ECONOMICS ; Customer Relations
;
Consumer satisfaction
;
Customer loyalty
;
Customer relations
;
Success in business
;
Kundenbindung
;
Electronic books
;
Electronic books
Abstract:
"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.
Note:
Title from title screen. - Includes bibliographical references and index
,
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.
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