Author: Richard Owen, Laura Brooks
Publisher: Jossey-Bass
Pages: 320
Language: English
ISBN: 470260696
Description: Fred ReichheldÕs 2006 book The Ultimate QuestionÑthat question being, ÒHow 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 ad 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 howÑbased on a variety of real case studies to actually embed Net Promoter discipline in organizations of all types.
Price: $19.77
Contact:
Book Available In :
