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The Ultimate Question » (Abridged, 5 CDs, 4 hrs. 30 min.)
Authors: Fred Reichheld, Fred Reichheld
ISBN-13: 9781929494958, ISBN-10: 1929494955
Format: Compact Disc
Publisher: Franklin Covey Company
Date Published: April 2006
Edition: Abridged, 5 CDs, 4 hrs. 30 min.
Author Biography: Fred Reichheld
Fred Reichheld is Director Emeritus and Fellow at Bain & Co., and a bestselling HBSP author.
Book Synopsis
The Ultimate Question offers hands-on guidance on how to:
- Distinguish good profits from bad
- Identify core customers and set priorities for strategic investments
- Move customers beyond mere ìsatisfactionî to true loyalty
- Create communities of passionate advocates that stimulate innovation and growth
The Washington Post
Among management books, this one's a keeper.
Table of Contents
| 1 | Bad profits, good profits, and the ultimate question | 3 |
| 2 | The measure of success | 23 |
| 3 | How the net promoter score (NPS) can drive growth | 39 |
| 4 | The enterprise story - measuring what matters | 59 |
| 5 | Why satisfaction surveys fail | 77 |
| 6 | The rules of measurement | 95 |
| 7 | Design winning customer strategies | 117 |
| 8 | Deliver - building an organization that creates promoters | 137 |
| 9 | Develop a community of promoters - by listening | 155 |
| 10 | One goal, one number | 175 |
| App. A | The linkage between NPS and growth | 191 |
| App. B | Winners and sinners for selected U.S. and U.K. industries | 195 |
Subjects
Business Books
Marketing & Sales Public Relations
Reference Consumer Guides Complaint letters
Reference Writing Writing - General & Miscellaneous
Nonfiction Reference Consumer Guides
Nonfiction Reference Writing
Marketing & Sales Public RelationsReference
Consumer Guides Complaint lettersReference
Writing Writing - General & MiscellaneousNonfiction
Reference Consumer GuidesNonfiction
Reference Writing
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