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. They undermine growth by creating legions of detractors--customers who sully the firm's reputation and switch to competitors at the earliest opportunity. Now loyalty expert Fred Reichheld shows how to reverse the equation, turning customers into promoters who generate good profits and ...
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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. They undermine growth by creating legions of detractors--customers who sully the firm's reputation and switch to competitors at the earliest opportunity. 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 track promoters and detractors and produces a clear measure of an organization's performance in its customers' eyes. Analysis shows that on average, increasing the Net Promoter Score (NPS) by a dozen points versus competitors can double a company's growth rate. While easy to grasp, this metric represents a radical change in the way companies manage customer relationships and organize for growth. Rather than relying on notoriously ineffective customer satisfaction surveys, companies can use NPS to measure customer relationships as rigorously as they now measure profits. What's more, NPS finally enables CEOs to hold employees accountable for treating customers right. It clarifies the link between the quality of a company's customer relationships and its growth prospects. Based on extensive research and rich with vivid examples of organizations that have pioneered NPS in practice, The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad; 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; Identify core customers and set priorities for strategic investments; Move customers beyond mere "satisfaction" to true loyalty; Create communications of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.
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Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $5.39, good condition, Sold by SELL BOOKS LTD rated 5.0 out of 5 stars, ships from London, LONDON, UNITED KINGDOM, published 2006 by Harvard Business Review Press.
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Our good condition books are generally good for reading but not for gifting or collecting. They could have imperfections such as creasing, fanning, inscriptions, margin notes, yellowing, staining on edge or cover or pages, bumps, scuffs, etc etc (sometimes multiple of these). It's a wide category that encompasses anything that isn't almost-new down to anything that is slightly better than poor. We would NOT recommend gifting Good books-these should be considered reading copies. Our books ar.
Add this copy of The Ultimate Question to cart. $6.73, very good condition, Sold by Greener Books rated 5.0 out of 5 stars, ships from London, UNITED KINGDOM, published 2006 by Harvard Business School Press.
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Very good. **SHIPPED FROM UK** We believe you will be completely satisfied with our quick and reliable service. All orders are dispatched as swiftly as possible! Buy with confidence! Greener Books.
Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $9.90, good condition, Sold by Anybook rated 5.0 out of 5 stars, ships from Lincoln, UNITED KINGDOM, published 2006 by Harvard Business School Press.
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This is an ex-library book and may have the usual library/used-book markings inside. This book has hardback covers. In good all round condition. Dust jacket in fair condition. Please note the Image in this listing is a stock photo and may not match the covers of the actual item, 650grams, ISBN: 9781591397830.
Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $8.11, good condition, Sold by Goodwill of Greater Milwaukee rated 5.0 out of 5 stars, ships from Milwaukee, WI, UNITED STATES, published 2006 by Harvard Business School Press.
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Book is considered to be in good or better condition. The actual cover image may not match the stock photo. Hard cover books may show signs of wear on the spine cover or dust jacket. Paperback book may show signs of wear on spine or cover as well as having a slight bend curve or creasing to it. Book should have minimal to no writing inside and no highlighting. Pages should be free of tears or creasing. Stickers should not be present on cover or elsewhere and any CD or DVD expected with the book is included. Book is not a former library copy.
Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $8.24, good condition, Sold by Good Books Will Follow rated 5.0 out of 5 stars, ships from Blue Springs, MO, UNITED STATES, published 2006 by Harvard Business School Press.
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The book has been read but is in good condition. It has very minimal damage to the cover including scuff marks but no holes or tears. The dust jacket for hard covers may not be included. The binding has minimal wear. The majority of pages are undamaged with minimal creasing or tearing minimal pencil underlining of text no highlighting of text and no writing in the margins. There are no missing pages. See the seller's listing for full details and a description of any imperfections.
Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $8.26, good condition, Sold by More Than Words rated 5.0 out of 5 stars, ships from Waltham, MA, UNITED STATES, published 2006 by Harvard Business Review Press.
Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $8.51, fair condition, Sold by Your Online Bookstore rated 5.0 out of 5 stars, ships from Houston, TX, UNITED STATES, published 2006 by Harvard Business School Press.
Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $8.68, good condition, Sold by Gulf Coast Books rated 5.0 out of 5 stars, ships from Cypress, TX, UNITED STATES, published 2006 by Harvard Business School Press.
Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $8.68, good condition, Sold by Orion Tech rated 5.0 out of 5 stars, ships from Arlington, TX, UNITED STATES, published 2006 by Harvard Business School Press.
Add this copy of The Ultimate Question: Driving Good Profits and True to cart. $8.68, good condition, Sold by Your Online Bookstore rated 5.0 out of 5 stars, ships from Houston, TX, UNITED STATES, published 2006 by Harvard Business School Press.
