Answering the Ultimate Question by Richard Owen audiobook

Answering the Ultimate Question: How Net Promoter Can Transform Your Business

By Richard Owen  and Laura L. Brooks
Read by Melissa Edris

Gildan Media 9780470260692
8.94 Hours 1
Format : Digital Download (In Stock)
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    ISBN: 9781663707574

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    ISBN: 9798200545742

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"Would you recommend this company to your friends and colleagues?" That's the ultimate question. Fred Reichheld's book of the same name created quite a stir in 2006. Reichheld is co-founder along with Owen and Brooks of the methodology behind answering the question. The original book challenged the conventional wisdom of customer satisfaction surveys and coined the terms "bad profits" and "good profits." It pointed to a faster, much more accurate way of gauging customers real feelings about a company, and a quantitative measure (Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. This book tells how based on a multitude of real cases to actually install and embed Net Promoter discipline in organizations of all stripes. As such, it is a natural follow-on to The Ultimate Question, and will appeal to those with strategic and tactical business responsibilities. Brooks has a treasure trove of examples and case-study findings from the more than 80 companies she has helped put CEM and Net Promoter disciplines in place. Several of these will be explored in the book, and the book's proscriptions are all informed by results extracted from those cases.

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Summary

Summary

"Would you recommend this company to your friends and colleagues?" That's the ultimate question. Fred Reichheld's book of the same name created quite a stir in 2006. Reichheld is co-founder along with Owen and Brooks of the methodology behind answering the question. The original book challenged the conventional wisdom of customer satisfaction surveys and coined the terms "bad profits" and "good profits." It pointed to a faster, much more accurate way of gauging customers real feelings about a company, and a quantitative measure (Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. This book tells how based on a multitude of real cases to actually install and embed Net Promoter discipline in organizations of all stripes. As such, it is a natural follow-on to The Ultimate Question, and will appeal to those with strategic and tactical business responsibilities. Brooks has a treasure trove of examples and case-study findings from the more than 80 companies she has helped put CEM and Net Promoter disciplines in place. Several of these will be explored in the book, and the book's proscriptions are all informed by results extracted from those cases.

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Author

Author Bio: Richard Owen

Author Bio: Richard Owen

Titles by Author

Author Bio: Laura L. Brooks

Author Bio: Laura L. Brooks

Titles by Author

Details

Details

Available Formats : Digital Download, CD, MP3 CD
Category: Nonfiction/Business & Economics
Runtime: 8.94
Audience: Adult
Language: English