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Item Details
| Title:
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ANSWERING THE ULTIMATE QUESTION
HOW NET PROMOTER CAN TRANSFORM YOUR BUSINESS |
| By: |
Richard Owen, Laura L. Brooks |
| Format: |
Hardback |
| List price:
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£22.99 |
| Our price: |
£16.78 |
| Discount: |
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| You save:
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£6.21 |
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| ISBN 10: |
0470260696 |
| ISBN 13: |
9780470260692 |
| Availability: |
Usually dispatched within 1-3 weeks.
 Delivery
rates
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| Stock: |
Currently 0 available |
| Publisher: |
JOHN WILEY AND SONS LTD |
| Pub. date: |
5 December, 2008 |
| Pages: |
320 |
| Description: |
"Would you recommend this company to your friends and colleagues?" That question, based on Fred Reichheld's The Ultimate Question, challenged the conventional wisdom of customer satisfaction surveys and pointed to a faster, more accurate way of gauging customers' real feelings about a company. |
| Synopsis: |
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. |
| Illustrations: |
Illustrations |
| Publication: |
UK |
| Imprint: |
Jossey Bass Wiley |
| Returns: |
Returnable |
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