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The Ultimate Question 2.0终极问题2.0

The Ultimate Question 2.0终极问题2.0

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作者: Fred Reichheld （弗雷德·赖克尔德）著

出版社: Harvard Business Press

出版时间: 2011-09

版次: 1

ISBN: 9781422173350

定价: 213.60

装帧: 精装

开本: 其他

纸张: 胶版纸

页数: 304页

正文语种: 英语

分类: 外文古旧书>英文书>经济

13人买过

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. FredReichheldisaFellowatBain&Company.HeisthebestsellingauthorofTheLoyaltyEffect,publishedbyHarvardBusinessReviewPress,aswellasnumerousarticlespublishedinHarvardBusinessReview.RobMarkeyisapartneranddirectorinBain&Company’sNewYorkofficeandheadofthefirm’sglobalCustomerStrategyandMarketingpractice.

赖克尔德，美国经济学家。
内容简介:
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.
作者简介:
FredReichheldisaFellowatBain&Company.HeisthebestsellingauthorofTheLoyaltyEffect,publishedbyHarvardBusinessReviewPress,aswellasnumerousarticlespublishedinHarvardBusinessReview.RobMarkeyisapartneranddirectorinBain&Company’sNewYorkofficeandheadofthefirm’sglobalCustomerStrategyandMarketingpractice.

赖克尔德，美国经济学家。

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