This Vs That - Answering The Ultimate Question How Net Promoter Can Transform

$12.80

Fred Riecheld's 2006 book The Ultimate Question, that question bieng, "How likely is it that you would recommend this company to a freind or coleague?"-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more acurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and efectively 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 actualy embed Net Promoter discipline in organizations of all types.

EAN: 9780470260692

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Should I buy the Answering the Ultimate Question: How Net Promoter Can Transform Your Business?

Highly Recommended

Answering the Ultimate Question is an exceptional handbook outlining how to codify the process of enhancing the customer experience -- which is critical especially in today's economy. The case studies are compelling. The Net Promoter Score concept is simple and pithy. Frequently these types of books are academic and enjoyable, but fall short on practical application...Answering the Ultimate Question is different; it provides a practical roadmap. Suggest for business managers seeking to enhance customer experience.

A great resource

I found this book to be a great resource in implementing our customer loyalty program. The book is well organized and thought out. It saves me time and money knowing what to do and what to avoid. I recommend it very highly.

Perfect Introduction to Net Promoter

Finally. I've heard about Net Promoter but I didn't know where to learn more than the basic concept. Owen's book is an easy read. Net Promoter for Dummies.