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Type of bind: Hardcover
Dewey Decimal Number: 658.812
EAN num: 9780470260692
ISBN number: 0470260696
Label: Jossey-Bass
Manufacturer: Jossey-Bass
Quantity: 1
Page Count: 320
Printing Date: November 24, 2008
Publishing house: Jossey-Bass
Sale Popularity Level: 18664
Studio: Jossey-Bass
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Product Description:
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.
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Rated by buyers -
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.
Rated by buyers -
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.
Rated by buyers -
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.
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