Bain consultant, Fred Reichheld, offers a fascinating and original take on customer loyalty. The Ultimate Question provides the framework by which companies can elevate beyond customer satisfaction to loyalty and profit by using a "Net Promoter Score".
While much as been written about satisfaction, the Net Promoter Score is a lever that can be used to build and sustain competitive advantage. While the point was made in the first couple of chapters the NPS concept is both powerful and practical. This book is useful not only in terms of measuring loyalty but in shaping strategy based on customer feedback and insight.Get more detail about The Ultimate Question: Driving Good Profits and True Growth.
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