Answering the Ultimate Question

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  • Answering the Ultimate Question Book Detail

  • Author : Richard Owen
  • Release Date : 2008-11-24
  • Publisher : John Wiley & Sons
  • Genre : Business & Economics
  • Pages : 322
  • ISBN 13 : 0470260696
  • File Size : 18,18 MB

Answering the Ultimate Question by Richard Owen PDF Summary

Book Description: 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.

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