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The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

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What’s the ultimate way to drive growth and profitability?
It’s not price. It’s not product. It’s customer loyalty—and the best companies know how to earn it.

In this updated and expanded edition of the business classic, Fred Reichheld—creator of the Net Promoter System—teams up with Bain & Company’s Rob Markey to show how customer loyalty can be turned into a powerful engine for sustainable growth.

The Ultimate Question 2.0 reveals how companies like Apple, Amazon, and Zappos use the Net Promoter Score (NPS) to gain deep insight into customer needs, inspire employees, and deliver consistently great customer experiences. It also introduces the Net Promoter System, a comprehensive approach that goes beyond the score to build a customer-centric culture.

Whether you're a CEO or a frontline employee, this book provides a roadmap to winning customer hearts—and keeping them.

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

658.8 72 MAR t

Penerbit

America : Harvard Business Review Press., 2011

Deskripsi Fisik

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Bahasa

,2023,,Indonesia,Mod

ISBN/ISSN

978-1-4221-7335-0

Klasifikasi

658.8 72 MAR t

Tipe Isi

text

Tipe Media

unmediated

Tipe Pembawa

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Edisi

10

Subjek

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Info Detail Spesifik

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Pernyataan Tanggungjawab

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Versi lain/terkait

Lampiran Berkas

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