The ultimate question 2.0 : how net promoter companies thrive in a customer-driven world /

By: Reichheld, Frederick FContributor(s): Markey, Rob | Reichheld, Frederick FMaterial type: TextTextLanguage: English Publication details: Boston, Mass. : Harvard Business Press, 2011Edition: Rev. and expanded edDescription: xi, 290 p. ; 24 cmISBN: 9781422173350 Subject(s): Customer relations | Consumer satisfaction | Customer loyalty | Employee motivation | Employee loyalty | Leadership | Success in business | Bí quyết thành công | Thành công trong kinh doanh | Quan hệ khách hàng | Khả năng lãnh đạoDDC classification: 658.8 Summary: "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. With his trademark clarity, Reichheld: Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success, Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers, Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success"--Provided by publisher.
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Sách ngoại văn Sách ngoại văn Đại học Thăng Long

Đại học Thăng Long

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658.8 U510T Available 2019-08-08 NV.0007997
Sách ngoại văn Sách ngoại văn Đại học Thăng Long

Đại học Thăng Long

Kho ngoại văn
658.8 U510T Available 2019-08-08 NV.0007998
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Previously published under title: Ultimate question.

Includes bibliographical references and index.

"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. With his trademark clarity, Reichheld: Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success, Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers, Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success"--Provided by publisher.

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