Answering the ultimate question how Net Promoter can transform your business
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 &...
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| Formato: | Libro electrónico |
| Idioma: | Inglés |
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San Francisco, CA :
Jossey-Bass
c2009.
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| Edición: | 1st ed |
| Materias: | |
| Ver en Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009634677006719 |
| Sumario: | 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 met |
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| Notas: | Description based upon print version of record. |
| Descripción Física: | 1 online resource (323 p.) |
| Bibliografía: | Includes bibliographical references (p. 291-293) and index. |
| ISBN: | 9780470462638 9781281937650 9786611937652 9780470395721 |
