Title: Answering the Ultimate Question: How Net Promoter Can Transform Your Business
Publisher: Jossey-Bass
Publication Date: 2008
Language: English
ISBN 10: 0470260696
ISBN 13: 9780470260692
Binding: Hardcover
Condition: New

About this title

Synopsis

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.

About the Author

The Authors

RICHARD OWEN is CEO of Satmetrix. Satmetrix was instrumental in developing the concept of Net Promoter and is dedicated to helping organizations apply and benefit from this revolutionary approach using innovative technology and services.

LAURA BROOKS, PhD, is vice president of research and consulting at Satmetrix. She is the acknowledged expert in applying the Net Promoter discipline at an operational level. Brooks has conducted and published over thirty studies on Net Promoter, customer loyalty, and word of mouth marketing.

"About this title" may belong to another edition of this title.

Store Description

Established in 2010, Ubiquity Trade is an online procurement entity offering merchandise in a variety of industries, including books, media, education materials, and more. All merchandise is shipped brand-new from various facilities across the continental USA.

Visit Seller's Storefront

Seller's business information

Ubiquity Trade
FL, U.S.A.

Sale & Shipping Terms

Terms of Sale

We guarantee the condition of every book as it's described on the Abebooks web sites. If
you're dissatisfied with your purchase (Incorrect Book/Not as Described/Damaged) or if the
order hasn't arrived, you're eligible for a refund within 30 days of the estimated delivery
date. If you've changed your mind about a book that you've ordered, please use the Ask
bookseller a question link to contact us and we'll respond within 2 business days.

Palexbooks
54391 Village Center Drive
No 53
Idyllwild, CA ...

More Information

Shipping Terms

Orders usually ship within 3 business days.

Shipping rates within U.S.A.

Shipping rates within U.S.A.
Order quantity	5 to 14 business days	3 to 6 business days
First item	US$ 3.00	US$ 5.50

Delivery times are set by sellers and vary by carrier and location. Orders passing through Customs may face delays and buyers are responsible for any associated duties or fees. Sellers may contact you regarding additional charges to cover any increased costs to ship your items.