Answering the Ultimate Question

Answering the Ultimate Question

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Fred Reichheld's 2006 book The Ultimate Question, that question being, qHow likely is it that you would recommend this company to a friend or colleague?q-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.How Net Promoter Can Transform Your Business Richard Owen, Laura L. Brooks , PhD ... at both the frontline and strategic levels? Your answers to these should guide which loyalty metric you The Right Question: Choosing the Right Metric.

Title:Answering the Ultimate Question
Author:Richard Owen, Laura L. Brooks, PhD
Publisher:John Wiley & Sons - 2008-11-24


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