Answering the Ultimate Question. Richard Owen и др.
- Тип: Текст PDF
- Авторы:
- Издательство: John Wiley & Sons Limited(2019)
- ISBN: 9780470395721
- Страниц: 323
- Язык: Английский
- Описание
- Фрагмент
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.
