9781422173350
The ultimate question 2.0; how net promoter companies thrive in a customer-driven world, rev.ed.
Reichheld, Fred.
Harvard Bus. School Press
2011
290 pages
$27.95
Hardcover
HF5415
Reichheld, a customer, employee, and partner loyalty specialist, and Markey, who specializes in customer strategy and marketing, identify ways organizations can achieve growth through customer loyalty. They offer a new approach to identifying customers who love the company, those who hate it, and those who are neutral by compiling a score from their Net Promoter tool and using it to make improvements. This edition has been updated and expanded with new stories of companies like Charles Schwab, Apple, Ascension Health, Progressive, and Virgin Media. It has a new introduction on the evolution of the system and new chapters on the practices of Net Promoter practitioners who have achieved results since the first edition.
([c]2011 Book News, Inc., Portland, OR)
