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Answering the Ultimate Question (How Net Promoter Can Transform Your Business)

List Price: $29.95
SKU:
9780470260692
Quantity:
  • Pricing is for Unbranded Products
  • Branding Minimum: 50 pieces

Overview

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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FULL DETAILS

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  • Product Details

    Author:
    Richard Owen, Laura L. Brooks, PhD
    Format:
    Hardcover
    Pages:
    320
    Publisher:
    Wiley (November 24, 2008)
    Language:
    English
    Audience:
    General/trade
    ISBN-13:
    9780470260692
    Weight:
    18.08oz
    Case Pack:
    16
    File:
    Wiley-wiley.1.20210318-20210319.xml
    Folder:
    Wiley
    List Price:
    $29.95
    As low as:
    $21.56
    Publisher Identifier:
    P-WIL
    Discount Code:
    D
    Dimensions:
    6.3" x 9.3" x 1.1"