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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: Fred Reichheld
Publisher: Harvard Business Review Press
ISBN: 1422142396
Category : Business & Economics
Languages : en
Pages : 304
Get Book Here
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: Fred Reichheld
Publisher:
ISBN: 9781602521605
Category : Self-Help
Languages : en
Pages : 210
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Book Description
One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.
Author: Tricia Wright
Publisher: Harper Collins
ISBN: 0060891246
Category : Art
Languages : en
Pages : 226
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Book Description
Covering topics from the natural to the historical and beyond, the Smithsonian Q & A books are essential for any family reference shelf. Questions and answers are authoritative and accessible. Full–color illustrations and the Q & A format enable users to learn all about their favorite creatures and subjects. SMITHSONIAN Q & A: AMERICAN ART will cover the history of American art and artists from the eighteenth century to the present. The book will encompass the visual arts, including painting, photography, and sculpture, and will feature prominent movements as well as artists from a variety of backgrounds.
Author: Frances X. Frei
Publisher: Harvard Business Press
ISBN: 1422133311
Category : Customer relations
Languages : en
Pages : 262
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Book Description
Offers an organizational design model for service organizations, covering such topics as funding mechanisms, employee management systems, and customer management systems.
Author: Richard Owen
Publisher: John Wiley & Sons
ISBN: 0470260696
Category : Business & Economics
Languages : en
Pages : 322
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Book Description
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.
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: 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: Douglas Adams
Publisher: Ballantine Books
ISBN: 0307805034
Category : Nature
Languages : en
Pages : 257
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Book Description
New York Times bestselling author Douglas Adams and zoologist Mark Carwardine take off around the world in search of exotic, endangered creatures. Join them as they encounter the animal kingdom in its stunning beauty, astonishing variety, and imminent peril: the giant Komodo dragon of Indonesia, the helpless but loveable Kakapo of New Zealand, the blind river dolphins of China, the white rhinos of Zaire, the rare birds of Mauritius island in the Indian Ocean. Hilarious and poignant—as only Douglas Adams can be—Last Chance to See is an entertaining and arresting odyssey through the Earth’s magnificent wildlife galaxy. Praise for Last Chance to See “Lively, sharply satirical, brilliantly written . . . shows how human care can undo what human carelessness has wrought.”—The Atlantic “These authors don’t hesitate to present the alarming facts: More than 1,000 species of animals (and plants) become extinct every year. . . . Perhaps Adams and Carwardine, with their witty science, will help prevent such misadventures in the future.”—Boston Sunday Herald “Very funny and moving . . . The glimpses of rare fauna seem to have enlarged [Adams’s] thinking, enlivened his world; and so might the animals do for us all, if we were to help them live.”—The Washington Post Book World “[Adams] invites us to enter into a conspiracy of laughter and caring.”—Los Angeles Times “Amusing . . . thought-provoking . . . Its details on the heroic efforts being made to save these animals are inspirational.”—The New York Times Book Review
Author: Gary Cox
Publisher: Bloomsbury Publishing USA
ISBN: 162356980X
Category : Religion
Languages : en
Pages : 168
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Book Description
What is God? Does he exist? Can we know? The God Confusion offers a down-to-earth beginner's guide for anyone interested in these questions. It does not evangelize for God and religion or, indeed, for atheism, secularism and science. Instead, it explores in a witty yet objective and balanced way the idea of God and the strengths and weaknesses of the standard arguments for his existence. Gary Cox shows that the philosophical reasoning at the heart of these arguments is logically incapable of moving beyond speculation to any kind of proof. The only credible philosophical position is therefore agnosticism. The God Confusion defends science generally and the theory of evolution in particular. It argues that if religion is not to appear increasingly outdated and ridiculous in the eyes of free-thinking, educated people, it must accommodate science and accept that science has replaced the old God of the gaps as an explanation of natural phenomena. Concluding that God may or may not exist, on the grounds that science, philosophy and theology are inherently incapable of proving or disproving his existence, The God Confusion acknowledges that religious faith based on a deliberate commitment to live as though there is a moral God is a coherent notion and a worthwhile, even prudent enterprise. At the same time, it rejects the idea of inner certainty as mere wishful thinking, arguing that it is not a coherent basis for belief and is simply bad faith.
Author: Debra Calvert
Publisher:
ISBN: 9780989737913
Category :
Languages : en
Pages :
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Book Description
The accompanying workbook for the DISCVOER Questions(tm) Workshop for selling professionals.
