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: Asq Press
ISBN: 9780873897723
Category : Business & Economics
Languages : en
Pages : 396
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Book Description
Author: Joseph Forde
Publisher: James Clarke & Company
ISBN: 0227177789
Category : Political Science
Languages : en
Pages : 326
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Book Description
John Milbank's theology has shaped much modern political thinking both within and without the Church. In Before and Beyond the 'Big Society', Joseph Forde presents the first study devoted exclusively to John Milbank's theology of welfare, and how it has influenced policy in the Church of England since 2008. By examining the favourable response the Church gave to the 'Big Society' project in 2010-12, Forde shows that Milbank's Blue Socialist fingerprint increasingly dominates. However, this theology has not evolved in a vacuum and Forde expertly places it in its historical and theoretical context. He offers a detailed critical discussion of Milbank's own critique of what has been the mainstream (Temple) Anglican theology of welfare in the Church of England since the 1940s, and a fresh contribution to the assessment of Anglican social theology. Finally, he demonstrates how Milbank's ideas have been furthered by other influential Anglicans. It is this influence that will carry the greatest implications for the Church of England's policy on welfare going forward, making this study relevant to all who care about its contribution to the provision of welfare.
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: 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: Thomas F. Torrance
Publisher: Wipf and Stock Publishers
ISBN: 1725207869
Category : Religion
Languages : en
Pages : 288
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Book Description
A collection of fifteen essays addressing the basic intellectual challenges to the contemporary Christian church. Professor Torrance deals with such topics as the centrality of Christology in scientific dogmatics, the Reformed and Roman Catholic doctrines of grace, theological education, the relation of theological statements to scientific methodology, the contemporary significance of some past theological giants, and the nature and significance of the Holy Spirit and of the church.
Author: Theo M. Nieuwenhuizen
Publisher: World Scientific
ISBN: 9812771182
Category : Science
Languages : en
Pages : 399
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Book Description
Already Einstein could never see quantum mechanics as a complete theory. Nowadays, many researchers, including 't Hooft, view quantum mechanics as a statistical description of some underlying reality. The workshop Beyond the Quantum, organized in Spring 2006 at the Lorentz Center in Leiden, The Netherlands, was one of the first meetings completely devoted to physics that may need an explanation beyond quantum mechanics. A broad variety of subjects was covered. The present book reflects this. Sample Chapter(s). Chapter 1: The Mathematical Basis for Deterministic Quantum Mechanics (267 KB). Contents: Introductions: The Mathematical Basis for Deterministic Quantum Mechanics (G 't Hooft); What Did We Learn from Quantum Gravity? (A Ashtekar); BoseOCoEinstein Condensates and EPR Quantum Non-Locality (F Lalo1/2); The Quantum Measurement Process: Lessons from an Exactly Solvable Model (A E Allahverdyan et al.); Quantum Mechanics and Quantum Information: POVMs: A Small but Important Step Beyond Standard Quantum Mechanics (W M de Muynck); State Reduction by Measurements with a Null Result (G Nienhuis); Solving Open Questions in the BoseOCoEinstein Condensation of an Ideal Gas via a Hybrid Mixture of Laser and Statistical Physics (M Kim et al.); Long Distance Correlations and Bell Inequalities: Fair Sampling vs No-Signalling Principle in EPR Experiments (G Adenier & A Yu Khrennikov); Mathematical Foundations: Where the Mathematical Structure of Quantum Mechanics Comes From (G M D'Ariano); Phase Space Description of Quantum Mechanics and Non-Commutative Geometry: Wigner-Moyal and Bohm in a Wider Context (B J Hiley); Quantum Mechanics as Simple Algorithm for Approximation of Classical Integrals (A Yu Khrennikov); Stochastic Electrodynamics: Some Quantum Experiments from the Point of View of Stochastic Electrodynamics (V apicka et al.); Models for the Electron: Rotating Hopf-Kinks: Oscillators in the Sense of de Broglie (U Enz); The Electron and the Neutrino as Solitos in Classical Electromagnetism (Th M Nieuwenhuizen); Philosophical Considerations; Round Table; and other papers. Readership: Postgraduates and researchers in quantum physics."
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: Richard Leviton
Publisher: iUniverse
ISBN: 0595851452
Category : Body, Mind & Spirit
Languages : en
Pages : 460
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Book Description
Discover the wonderful secret the Earth holds for us-that the stars of the galaxy live on our planet. Holograms of high-magnitude stars over holy mountains. Physical travel to other planets through stargates on the Earth's surface. Near instantaneous transportation across the planet through quick-way portals. Outrageous science fiction or sober geomantic fact? Earth Mysteries researcher Richard Leviton takes you on a wild tour of three geomantic features of our planet and reveals that what science fiction has dreamed the Earth in fact offers us. Stars on the Earth combines scholarship, clairvoyance, and field experience with the latest discoveries of geology and astrophysics and the timeless insights of the world's myths to open the planetary door to the stars. It's all part of the Earth's unsuspected but staggeringly rich endowment as a designer planet. Our planet was precisely designed and implemented for us, and it's equipped with a visionary geography that mirrors features of the galaxy and Heavens. Why are so many of the Earth's mountains said to be holy, producing visions and encounters with the "gods?" They all have canopies of light called domes, each transmitting the presence of a galactic star. What is the geomantic origin of the Bermuda Triangle? Two dysfunctional stargates. If working properly, they and the Earth's other two million stargates could transport us rapidly to other planets. Is there a way to travel quickly across the planet without using cars, airplanes, boats, or trains? Yes, and it's called a traversable wormhole, and the Earth has thousands of them awaiting our discovery and use. Come join the tour of a planet you've never seen before: our own star-infused Earth.
Author: United States. Congress. House. Education and Labor
Publisher:
ISBN:
Category :
Languages : en
Pages : 116
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Book Description
