Answering the Ultimate Question
Richard Owen
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.
- Категория: зарубежная деловая литература
- Правообладатель: John Wiley & Sons Limited
- Возрастное ограничение: 0+
- ISBN: 9780470395721
- Легальная стоимость: 3471.51 руб.
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