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Answering the Ultimate Question : How Net Promoter Can Transform Your...
US $1.79
ApproximatelyS$ 2.30
Condition:
Like New
A book in excellent condition. Cover is shiny and undamaged, and the dust jacket is included for hard covers. No missing or damaged pages, no creases or tears, and no underlining/highlighting of text or writing in the margins. May be very minimal identifying marks on the inside cover. Very minimal wear and tear.
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Located in: Silver Spring, Maryland, United States
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Estimated between Sat, 30 Aug and Fri, 5 Sep to 94104
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eBay item number:224799006575
Item specifics
- Condition
- ISBN
- 9780470260692
About this product
Product Identifiers
Publisher
Wiley & Sons, Incorporated, John
ISBN-10
0470260696
ISBN-13
9780470260692
eBay Product ID (ePID)
66579416
Product Key Features
Book Title
Answering the Ultimate Question : How Net Promoter Can Transform Your Business
Number of Pages
320 Pages
Language
English
Publication Year
2008
Topic
Customer Relations, Decision-Making & Problem Solving, Strategic Planning
Illustrator
Yes
Genre
Education, Business & Economics
Format
Hardcover
Dimensions
Item Height
1.1 in
Item Weight
18.1 Oz
Item Length
9.3 in
Item Width
6.3 in
Additional Product Features
Intended Audience
Trade
LCCN
2008-032858
Dewey Edition
22
Reviews
"...this detailed and lengthy book...looks at ways in which companies' NPS ratings can be improved" (Research Magazine, February 2009) ' The book covers the core process of capturing accurate data, using the results to investigate internal and customer-facing processes.' (Quality World, September 2010)., "... this detailed and lengthy book... looks at ways in which companies' NPS ratings can be improved." (Research Magazine, February 2009) "The book covers the core process of capturing accurate data, using the results to investigate internal and customer-facing processes." (Quality World, September 2010)
Dewey Decimal
658.8/12
Table Of Content
Introduction ix 1 Net Promoter Fundamentals and Operating Model 1 A Net Promoter Primer 1 Why Traditional Approaches Fail 3 Net Promoter: Key Tenets 10 The Net Promoter Operating Model 17 Putting It Together: Implementing the Operating Model 23 2 Using Customer Economics and Segmentation to Maximize Loyalty 25 Quest for Customer Intimacy 26 Segmenting for Optimal Results 27 Calculating Return on Promoters 34 Estimating the Impact of Word of Mouth 44 Conclusion 56 3 Driving Change: Instill Customer-Centric DNA 57 Why Discuss Change Management? 57 Aligning the Organization 61 Getting Senior Leadership Committed 62 Getting the Front Line Aligned 66 Goal Setting in the Context of Change Management 71 Program Governance Model 77 Conclusion 88 4 Designing an Enterprise Roadmap 89 Customer Solutions 90 Relationship Versus Transactional Survey Processes 94 The Customer Corridor and Its Touch Points 97 Employee Solutions 103 Phased Versus Big Bang Approach 109 Sequencing Your Roadmap 111 Conclusion 118 5 Building Trustworthy Data 119 What is Trustworthy Data? 120 Creating the Strategy: Three Key Elements 121 The Right Customers: Measuring Who Matters 122 The Right Question: Choosing the Right Metric 128 The Right Questions: Fitting Survey Strategy to the Business 131 Determining the Right Time to Measure 143 Other Considerations 149 Conclusion 159 6 Determining the Root Cause of Promoters and Detractors 161 Common Analytical Approaches 162 Stated Driver Analysis 162 Inferential Driver Analysis 178 Comparison of the Tools 187 Conclusion 189 7 The Closed-Loop Process 191 Defining Closed-Loop Excellence 192 Action at All Levels 202 Closing the Loop at the Front Line 204 Case Study: BearingPoint Closes the Loop at the Account Level 214 Closing the Loop at the Management Level 218 Closing the Loop at the Executive Level 223 Accountability at All Three Levels 226 Conclusion 228 8 Setting Realistic Targets and Improvement Strategies 229 Relative Performance 229 Cultural Differences 234 Compensation 241 Improvement Time Frames and Rhythm 247 The Methodology for Setting Targets 248 Conclusion 250 9 Innovation Drives Transformation 253 Technology Enables Transformation 254 Operational Improvements and Innovation 258 Developing Brand-Focused Communities 264 Identifying NetWorked Promoters 274 Conclusion 281 Resources: Interviews Conducted 283 References 291 Acknowledgments 295 The Authors 297 Index 299
Synopsis
Fred Reichheld's 2006 book The Ultimate Question, that question being, "How likely is it that you would recommend this company to a friend or colleague?"-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question. In this book, Owen and Brooks tell how based on a variety of real case studies' to actually embed Net Promoter discipline in organizations of all types., Fred Reichheld's 2006 book The Ultimate Question, that question being, How likely is it that you would recommend this company to a friend or colleague?-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question. In this book, Owen and Brooks tell how based on a variety of real case studies' to actually embed Net Promoter discipline in organizations of all types., Would you recommend this company to your friends and colleagues? That question, based on Fred Reichheld s The Ultimate Question, challenged the conventional wisdom of customer satisfaction surveys and pointed to a faster, more accurate way of gauging customers real feelings about a company., Praise for Answering the Ultimate Question "A gritty, practical, how-to guide for anyone looking to implement high-impact customer loyalty programs. Loaded with tips and tricks the things you need to know to use Net Promoter as a discipline for building a more profitable business." Ralph A. Oliva, executive director, Institute for the Study of Business Markets; Professor of Marketing, Smeal College of Business, Penn State University "Most customer loyalty management efforts fail because of poor implementation and a lack of attention to detail. This book provides organizations implementing a Net Promoter program with a comprehensive and detailed road map to avoid the pitfalls and traps in execution." Das Narayandas, James J. Hill Professor of Business Administration, Harvard Business School "Every top executive needs to understand not only why Net Promoter matters, but how to fully implement it to transform business. Answering the Ultimate Question is the book that will tell you both. Learning how to integrate Net Promoter into your operations can deliver a real bottom-line difference to your company." William J. Amelio, CEO, Lenovo " Answering the Ultimate Question clearly illustrates that Net Promoter is not simply about surveying clients, but rather represents a unique and powerful way to run a truly client-centric business. Richards and Lauras book is a virtual how-to manual for leaders seeking to transform their business." Troy Stevenson, vice president, Client Feedback & Loyalty, Charles Schwab
LC Classification Number
HF5415.5.O93 2008
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- h***_ (1493)- Feedback left by buyer.Past monthVerified purchaseA+++++ seller
- b***c (2429)- Feedback left by buyer.Past monthVerified purchaseThanks
- 1***6 (1667)- Feedback left by buyer.Past monthVerified purchaseAll good