The Ultimate Question 2.0 (Revised and Expanded Edition) : How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld (Author) , Rob Markey (With) Format:Hardback 304 pages Publisher:Harvard Business Review Press Imprint:Harvard Business Review Press ISBN:9781422173350 Published:1 Sep 2011 Classifications:Management & management techniques Readership:General (US: Trade) Weight:525g Dimensions:235 x 156 (mm) Firm Sale:Yes Pub. Country:United States Fo ... 展开完整描述 ▼
The Ultimate Question 2.0 (Revised and Expanded Edition) : How Net Promoter Companies Thrive in a Customer-Driven World
by Fred Reichheld (Author) , Rob Markey (With)
Format:Hardback 304 pages
Publisher:Harvard Business Review Press
Imprint:Harvard Business Review Press
ISBN:9781422173350
Published:1 Sep 2011
Classifications:Management & management techniques
Readership:General (US: Trade)
Weight:525g
Dimensions:235 x 156 (mm)
Firm Sale:Yes
Pub. Country:United States
For sale in: All countries
Description
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.
