Screen LibraryThe ultimate question 2.0 : how net promoter companies thrive in a customer-driven world /
"In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation...
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| Group Author: | ; |
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| Literature type: | Book |
| Language: | English |
| Edition: | [Rev. and expanded ed.]. |
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| Summary: |
"In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that |
| Item Description: | Previously published under title: Ultimate question. |
| Carrier Form: | xi, 290 pages : illustrations ; 24 cm. |
| Bibliography: | Includes bibliographical references and index. |
| ISBN: |
9781422173350 (hardback) : 1422173356 (hardback) |
| Index Number: | HF5415 |
| CLC: | F713.55 |
| Call Number: | F713.55/R351/rev.ed. |
| Contents: | From score to system -- The fundamentals of the Net Promoter System. Bad profits, good profits, and the ultimate question ; The measure of success ; How NPS drives profitable growth ; The enterprise story : measuring what matters ; The rules of measurement -- Getting results. Winning results with NPS ; Economics and inspiration : the dual imperatives ; Close the loop with customers ; Organize for the long journey ahead ; The road ahead -- Advice for the journey. |