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ULTIMATE QUESTION FOR DRIVING GOOD PROFITS AND TRUE GROWTH
REICHHELD F. wydawnictwo: HBS, 2006, wydanie I cena netto: 170.00 Twoja cena 161,50 zł + 5% vat - dodaj do koszyka Description:
CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason?
Their growing addiction to bad profits. These corporate steroids boost short-term earnings
but alienate customers. They undermine growth by creating legions of detractors--customers
who complain loudly about the company 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
is 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 through its customers' eyes. In industry after industry, this Net Promoter
Score is the single most reliable indicator of a company's ability to grow. Based on
extensive research, Ultimate Question shows how companies can rigorously measure Net
Promoter statistics, help managers improve them, and create communities of passionate
advocates that stimulate innovation. Vivid stories from leading-edge organizations
illustrate the ideas in practice. Practical and compelling, this is the one book--and the
one tool--no growth-minded leader can afford to miss.
Subjects Covered:
Customer retention, Customer service, Growth management, Growth strategy, Loyalty,
Performance effectiveness, Profitability, Success.
224 pages, Hardcover
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