The Ultimate Question:

The Ultimate Question: : Driving good profits and true growth

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Description

CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Too many companies are addicted to bad profits. These corporate steroids boost short-term earnings but burn out the employees and alienate customers.



Now loyalty expert Fred Reichheld shows how to reverse the equation, turning customers into promoters who generate good profits and true, sustainable growth. The key: one simple question ? Would you recommend us to a friend? ? that allows companies to clearly measure an organisation's performance in its customers' eyes. This is the Net Promoter Score (NPS).



Based on extensive research, The Ultimate Question offers hands-on guidance on how to:

• Measure NPS and benchmark performance against world-class standards
• Quantify the economic value generated by customer word of mouth
• Assign accountability for improving customer relationships
• Move customers beyond mere 'satisfaction' to true loyalty.
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Product details

  • BRILLIANCE AUDIO
  • Grand Haven, United States
  • Unabridged
  • Unabridged edition
  • 146923923X
  • 9781469239231