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Author: Bob E. Hayes
Publisher: Quality Press
ISBN: 0873893190
Category : Business & Economics
Languages : en
Pages : 433
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Book Description
Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.
Author: Bob E. Hayes
Publisher: Quality Press
ISBN: 0873893190
Category : Business & Economics
Languages : en
Pages : 433
Get Book Here
Book Description
Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.
Author: Bob E. Hayes
Publisher: Asq Press
ISBN: 9780873897723
Category : Business & Economics
Languages : en
Pages : 396
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Book Description
Author: Fred Reichheld
Publisher: Harvard Business Review Press
ISBN: 1422142396
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.
Author: Douglas Adams
Publisher: Pan Macmillan
ISBN: 0330513141
Category : Fiction
Languages : en
Pages : 197
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Book Description
‘One of the world's sanest, smartest, kindest, funniest voices’ – Independent on Sunday This 42nd Anniversary Edition includes exclusive bonus material from the Douglas Adams archives, and an introduction by Simon Brett, producer of the original radio broadcast. ***** In Life, the Universe and Everything, the third title in Douglas Adams' blockbusting sci-fi comedy series, The Hitchhiker's Guide to the Galaxy, Arthur Dent finds himself enlisted to prevent a galactic war. Following a number of stunning catastrophes, which have involved him being alternately blown up and insulted in ever stranger regions of the Galaxy, Arthur Dent is surprised to find himself living in a cave on prehistoric Earth. However, just as he thinks that things cannot get possibly worse, they suddenly do. An eddy in the space-time continuum lands him, Ford Prefect, and their flying sofa in the middle of the cricket ground at Lord's, just two days before the world is due to be destroyed by the Vogons. Escaping the end of the world for a second time, Arthur, Ford, and their old friend Slartibartfast embark (reluctantly) on a mission to save the whole galaxy from fanatical robots. Not bad for a man in his dressing gown . . . Follow Arthur Dent's galactic (mis)adventures in the rest of the trilogy with five parts: So Long, and Thanks for All the Fish, and Mostly Harmless. ***** Praise for Douglas Adams: 'Sheer delight' - The Times 'A pleasure to read' - New York Times 'Magical . . . read this book' - Sunday Express
Author: Frederick F. Reichheld
Publisher: Harvard Business Press
ISBN: 1422173356
Category : Business & Economics
Languages : en
Pages : 304
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Book Description
Based on extensive research, this book shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.
Author: Lemony Snicket
Publisher: Little, Brown Books for Young Readers
ISBN: 0316225029
Category : Juvenile Fiction
Languages : en
Pages : 142
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Book Description
Before the Baudelaires became orphans, before he encountered A Series of Unfortunate Events, even before the invention of Netflix, Lemony Snicket was a boy discovering the mysteries of the world. In a fading town, far from anyone he knew or trusted, a young Lemony Snicket began his apprenticeship in an organization nobody knows about. He started by asking questions that shouldn't have been on his mind. Now he has written an account that should not be published, in four volumes that shouldn't be read. This is the first volume.
Author: Andy Stanley
Publisher: Multnomah
ISBN: 0307563758
Category : Religion
Languages : en
Pages : 194
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Book Description
We’ve all done dumb stuff in our lives. We all have regrets. Yet none of us plans to mess up our lives. Why, then, does it keep happening? Life doesn’t have to be that way. You can fool-proof your life…as this book shows. God’s promise and pattern is for something better. In The Best Question Ever, Andy Stanley effectively teaches the practical and lasting value of simply asking this question about our actions in all of life’s arenas: What is the wise thing for me to do, in light of my past experience, my present circumstances, and my future hopes and dreams? This book probes for honesty —it pushes us to open our eyes to reality and helps us expose the little (and big) self-deceptions we have. Prepare yourself. You are about to be introduced to a single question that will revolutionize the way you make decisions. Over the past twenty years, speaker and author Andy Stanley has shared the power of this question with thousands of students and adults all over the country. In this ground-breaking new book, Andy provides you with a filter through which to evaluate every decision in every arena of your life. As you are about to discover, the Best Question Ever will bring clarity to decisions involving your finances, your love life, your schedule, even your career. People everywhere agree that their greatest regret could have been avoided had they asked the Best Question Ever and then acted on their conclusions. A time-tested truth that has immediate application, the Best Question Ever has the power to change the trajectory of your entire life. Story Behind the Book After continually making decisions that were short-sighted and hasty, Andy Stanley sought counsel. In Ephesians 5:15 he read, “Be very careful, then, how you live—not as unwise but as wise.” It was there that Andy discovered what he considers to be The Best Question Ever. From the Hardcover edition.
Author: Fred Reichheld
Publisher: Harvard Business Press
ISBN: 1647821797
Category : Business & Economics
Languages : en
Pages : 159
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Book Description
Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
Author: G. Scott Taylor (Lt.Col.)
Publisher: Strategic Studies Institute U. S. Army War College
ISBN:
Category : History
Languages : en
Pages : 96
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Book Description
The Army goes to great lengths to capture lessons learned and preserve these lessons for current practitioners and future generations. Though the Army is one of the most self-critical organizations found in American society, a well-deserved reputation has also been earned for failing to inculcate those lessons by transforming the institutional Army. Change is achieved through a continuous cycle of adaptive innovation, experimentation, and experience. In Iraq, out of necessity while in contact with a dynamic enemy, the Army transformed on the battlefield with radical changes in doctrine, organization, training, and material, which significantly enabled battlefield success. As a result of the withdrawal of troops from Iraq at the end of 2011, this paper analyzes the success of the military's counterinsurgency strategy and nation-building efforts, examines the future of combat which the Army may face in order to recommend a suitable force posture, and makes recommendations for future competencies and capabilities utilizing the problem-solving construct of DOTMLPF in order to ensure future victories in this relevant component of the full spectrum of conflict.
Author: Jake Wiens
Publisher: FriesenPress
ISBN: 1038303524
Category : Religion
Languages : en
Pages : 301
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Book Description
This book is presented as “core-curriculum” for young adults and new believers alike, who wish to not only survive but thrive as Christians in our challenging, secular, atheistic culture. This five-fold foundation can help us stand as well as advance against today’s increasingly strong cultural headwinds. A ̶ Empowering spirituality in keeping with Christianity’s rich 2000 year history. B ̶ Exposé of today’s atheistic, materialistic culture. C ̶ Basic religious literacy (including atheism as a belief system). D ̶ A lay person’s strategies for validating foundational assumptions. E ̶ A dynamic encounter with the Bible’s Mother-Story.
