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Answering the Ultimate Question: How Net Promoter Can Transform Your Business
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"Would you recommend this company to your friends and colleagues?" That's the ultimate question. Fred Reichheld's book of the same name created quite a stir in 2006. Reichheld is co-founder along with Owen and Brooks of the methodology behind answering the question. The original book challenged the conventional wisdom of customer satisfaction surveys and coined the terms "bad profits" and "good profits." It pointed to a faster, much more accurate way of gauging customers real feelings about...
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