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Answering the ultimate question : how Net Promoter can transform your business / Laura L. Brooks, Richard Owen

Author
Brooks, Laura L., 1963-
Published
San Francisco : Jossey-Bass, [2009]
Copyright Date
©2009
Edition
1st ed.
Physical Description
1 online resource (xiv, 304 pages) : illustrations
Additional Creators
Owen, Richard, 1965-
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Summary
"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.
Subject(s)
Genre(s)
ISBN
0470395729 (electronic bk.)
9780470395721 (electronic bk.)
9780470260692
0470260696 (Cloth)
9786611937652
661193765X
9780470462638 (e-book)
0470462639
Digital File Characteristics
data file
Note
Title from title screen.
Bibliography Note
Includes bibliographical references and index.
View MARC record | catkey: 37416528