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Sinopsis

"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.

Duración: alrededor de 9 horas (08:57:42)
Fecha de publicación: 20/07/2020; Unabridged; Copyright Year: 2020. Copyright Statment: —

• Empresa y economía