The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (BOK)

Fred Reichheld, Rob Markey

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In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: 'Would you recommend us to a friend?' By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. Practical and insightful, "The Ultimate Question 2.0" provides a blueprint for long-term growth and success.

Produktfakta

Språk Engelsk Engelsk Innbinding Innbundet
Utgitt 2011 Forfatter Fred Reichheld, Rob Markey
Forlag
MCGRAW-HILL Professional
ISBN 9781422173350
Antall sider 224 Dimensjoner 16,5cm x 23,8cm x 2,4cm
Vekt 528 gram Leverandør Bertram Trading Ltd
Emner og form Budgeting & financial management