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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| Format: | eBook |
| Language: | Inglés |
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San Francisco, CA :
Jossey-Bass
c2009.
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| Edition: | 1st ed |
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| See on Biblioteca Universitat Ramon Llull: | https://discovery.url.edu/permalink/34CSUC_URL/1im36ta/alma991009634677006719 |
Table of Contents:
- ANSWERING THE ULTIMATE QUESTION: How Net Promoter Can Transform Your Business; Contents; Introduction; Chapter 1: Net Promoter Fundamentals and Operating Model; Chapter 2: Using Customer Economics and Segmentation to Maximize Loyalty; Chapter 3: Driving Change; Chapter 4: Designing an Enterprise Roadmap; Chapter 5: Building Trustworthy Data; Chapter 6: Determining the Root Cause of Promoters and Detractors; Chapter 7: The Closed-Loop Process; Chapter 8: Setting Realistic Targets and Improvement Strategies; Chapter 9: Innovation Drives Transformation; Resources: Interviews Conducted
- ReferencesAcknowledgments; The Authors; Index
