"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.
Abraham Lincoln : hans liv och tid
Staffan Ekendahl
bookHöstsonaten
Ingmar Bergman
bookFix Your Fatigue : The Complete Guide on How to Recharge and Rejuvenate Your Body, Learn How to Overcome Fatigue and Regain Your Energy to Get Your Life Back
Charlie McMay
audiobookIn Defense of Public Debt
Barry Eichengreen, Asmaa El-Ganainy, Rui Esteves, Kris James Mitchener
audiobookFanny och Alexander
Ingmar Bergman
bookCasanova, Stendhal, Tolstoj
Stefan Zweig
bookRoms kejsare
Mary Beard
bookThe Varieties of Religious Experience
William James
audiobookbookDarwin : Den försynte revolutionären
Stellan Ottosson
bookDet är vi som är klimatet : hur man räddar världen
Jonathan Safran Foer
bookRetorik enligt Borisanus
Gabris Winge
bookOdödliga ögonblick i mänsklighetens historia
Stefan Zweig
book