Answering the Ultimate Question: How Net Promoter Can Transform Your Business - Tapa dura

Owen, Richard

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9780470260692: Answering the Ultimate Question: How Net Promoter Can Transform Your Business

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ISBN 10: 0470260696 ISBN 13: 9780470260692

Editorial: Jossey-Bass, 2008

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Book by Brooks PhD Laura L Richard Owen

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Cr�ticas:

"...this detailed and lengthy book...looks at ways in which companies' NPS ratings can be improved" (Research Magazine, February 2009) 'The book covers the core process of capturing accurate data, using the results to investigate internal and customer-facing processes.' (Quality World, September 2010).

Rese�a del editor:

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.

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EditorialJossey-Bass
A�o de publicaci�n2008
ISBN 10 0470260696
ISBN 13 9780470260692
Encuadernaci�nTapa dura
N�mero de p�ginas322
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Answering the Ultimate Question : How Net Promoter Can Transform Your Business

Brooks, Laura L., Ph.d.; Owen, Richard

Publicado por Jossey-Bass (2008)

ISBN 10: 0470260696 ISBN 13: 9780470260692

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Answering the Ultimate Question: How Net Promoter Can Transform Your Business by Owen, Richard, Brooks PhD, Laura L. [Hardcover ]

"Owen, Richard", "Brooks PhD, Laura L."

Publicado por Jossey-Bass (2008)

ISBN 10: 0470260696 ISBN 13: 9780470260692

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Answering the Ultimate Question: How Net Promoter Can Transform Your Business Format: Hardcover

Richard Owen; Laura Brooks

Publicado por John Wiley and Sons (2008)

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Answering the Ultimate Question How Net Promoter Can Transform Your Business

Owen, Richard, Brooks PhD, Laura L.

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Answering the Ultimate Question: How Net Promoter Can Transform Your Business

Owen, Richard; Brooks PhD, Laura L.

Publicado por Jossey-Bass (2008)

ISBN 10: 0470260696 ISBN 13: 9780470260692

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Answering the Ultimate Question: How Net Promoter Can Transform Your Business

Owen, Richard

Publicado por Jossey-Bass (2008)

ISBN 10: 0470260696 ISBN 13: 9780470260692

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Answering the Ultimate Question (Hardcover)

Richard Owen

Publicado por John Wiley & Sons Inc, New York (2008)

ISBN 10: 0470260696 ISBN 13: 9780470260692

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Descripci�n Hardcover. Condici�n: new. Hardcover. 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. "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. Shipping may be from multiple locations in the US or from the UK, depending on stock availability. N� de ref. del art�culo: 9780470260692

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