The Ultimate Question 2.0终极问题2.0
- 作者
- 出版社 Harvard Business Press
- 出版时间 2011年9月 第1版
- ISBN 9781422173350
- 定价 213.60
内容简介
Inthefirsteditionofthislandmarkbook,businessloyaltyguruFredReichheldrevealedthequestionmostcriticaltoyourcompany’sfuture:“Wouldyourecommendustoafriend?”Byaskingcustomersthisquestion,youidentifydetractors,whosullyyourfirm’sreputationandreadilyswitchtocompetitors,andpromoters,whogenerategoodprofitsandtrue,sustainablegrowth.Youalsogenerateavitalmetric:yourNetPromoterScore.Sincethebookwasfirstpublished,NetPromoterhastransformedcompanies,acrossindustriesandsectors,constitutingagame-changingsystemandethosthatrivalsSixSigmainitspower.Inthisthoroughlyupdatedandexpandededition,Reichheld,withBaincolleagueRobMarkey,explainshowpractitionershavebuiltNetPromoterintoafull-fledgedmanagementsystemthatdrivesextraordinaryfinancialandcompetitiveresults.Withhistrademarkclarity,Reichheld:•DefinesthefundamentalconceptofNetPromoter,explainingitsconnectiontoyourcompany’sgrowthandsustainedsuccess•Presentstheclosed-loopfeedbackprocessanddemonstratesitspowertoenergizeemployeesanddelightcustomers•SharesnewandcompellingstoriesofcompaniesthathavetransformedtheirperformancebyputtingNetPromoteratthecenteroftheirbusinessPracticalandinsightful,TheUltimateQuestion2.0providesablueprintforlong-termgrowthandsuccess.
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