| Description |
1 online resource (xiv, 304 pages) : illustrations |
|
data file |
| Note |
Title from title screen. |
| Bibliography |
Includes bibliographical references and index. |
| Summary |
"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"--Resource description page |
| Access |
Use copy Restrictions unspecified star MiAaHDL |
| Reproduction |
Electronic reproduction. [Place of publication not identified] : HathiTrust Digital Library, 2011. MiAaHDL |
| System Details |
Master and use copy. Digital master created according to Benchmark for Faithful Digital Reproductions of Monographs and Serials, Version 1. Digital Library Federation, December 2002. http://purl.oclc.org/DLF/benchrepro0212 MiAaHDL |
| Processing Action |
digitized 2011 HathiTrust Digital Library committed to preserve pda MiAaHDL |
| Subject |
Customer relations.
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Customer loyalty.
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Consumer satisfaction.
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Success in business.
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Consommateurs -- Fidélité. |
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Consommateurs -- Satisfaction. |
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Succès dans les affaires. |
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Consumer satisfaction |
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Customer loyalty |
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Customer relations |
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Success in business |
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Kundenbindung |
| Added Author |
Owen, Richard, 1965-
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| Other Form: |
Print version: Brooks, Laura L., 1963- Answering the ultimate question. 1st ed. San Francisco, CA : Jossey-Bass, ©2009 (DLC) 2008032858 |
| ISBN |
0470395729 (electronic bk.) |
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9780470395721 (electronic bk.) |
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9786611937652 |
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661193765X |
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9780470462638 (e-book) |
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0470462639 |
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(Cloth) |
| Standard No. |
9786611937652 |
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