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Answering the Ultimate Question
Richard Owen
€ 31.99
€ 25.13
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Description for Answering the Ultimate Question
Hardcover. "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. Num Pages: 320 pages, Illustrations. BIC Classification: KJS. Category: (P) Professional & Vocational. Dimension: 236 x 160 x 29. Weight in Grams: 522.
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 ... Read more
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 ... Read more
Product Details
Publisher
John Wiley and Sons Ltd United Kingdom
Number of pages
320
Format
Hardback
Publication date
2008
Condition
New
Number of Pages
320
Place of Publication
New York, United States
ISBN
9780470260692
SKU
V9780470260692
Shipping Time
Usually ships in 7 to 11 working days
Ref
99-50
About Richard Owen
The Authors RICHARD OWEN is CEO of Satmetrix. Satmetrix was instrumental in developing the concept of Net Promoter and is dedicated to helping organizations apply and benefit from this revolutionary approach using innovative technology and services. LAURA BROOKS, PhD, is vice president of research and consulting at Satmetrix. She is the acknowledged expert in applying ... Read more
Reviews for Answering the Ultimate Question
"... 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)