Beyond The Ultimate Question
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Beyond The Ultimate Question
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Author : Bob E. Hayes
language : en
Publisher: Quality Press
Release Date : 2009-05-04
Beyond The Ultimate Question written by Bob E. Hayes and has been published by Quality Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2009-05-04 with Business & Economics categories.
Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.
The Ultimate Question 2 0
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Author : Frederick F. Reichheld
language : en
Publisher: Harvard Business Press
Release Date : 2011
The Ultimate Question 2 0 written by Frederick F. Reichheld and has been published by Harvard Business Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011 with Business & Economics categories.
Based on extensive research, this book shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.
State Committees On Education Beyond The High School Bills To Encourage And Assist The States In The Establishing Of State Committees On Education Beyond The High School
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Author : United States. Congress. House. Education and Labor
language : en
Publisher:
Release Date : 1956
State Committees On Education Beyond The High School Bills To Encourage And Assist The States In The Establishing Of State Committees On Education Beyond The High School written by United States. Congress. House. Education and Labor and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1956 with categories.
Walking In Albion
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Author : Richard Leviton
language : en
Publisher: iUniverse
Release Date : 2010-04-22
Walking In Albion written by Richard Leviton and has been published by iUniverse this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-04-22 with Body, Mind & Spirit categories.
FICTION Take a visionary walk through the cosmos right here on the Earth What if you woke up one morning and realized you are the cosmos, all the heavenly realms and gods, and a refl ection of God Himself/Herself? Th at you and the Earth have the same structures of consciousness, are made virtually the same? Walking in Albion is an amusing, passionate fi rst-person answer to that. It chronicles interactions with the Earth through its sacred sites in a style full of jokes and visions, whinges and epiphanies. Leviton reports life on the path of the Christed Grail Knight in search of a cosmic spirit called Albion, the cosmos in a giant human form, the soul of the planet. Albion is a picture map of Creation, full of lights and palaces and the memories of humanity on Earth since the beginning. Join Leviton in an odyssey of meditation and visionary experience from sites in Norway, France, England, and Scotland to America, Mexico, and Tahiti. Oh yes, he travels with plenty of sidekicks, jokers, and wellwishers, especially angels. Want a freshly conceived meditative-spiritual experience that includes the Earth as a prime recipient of your contacts and changes? Walking in Albion is an unusual and original approach to the Mysteries of human and Earth, a fresh, bold way of regarding the authentic Christ, not as dogma but experience yoursin the theater of the Earth. Plus guidelines to relate eff ectively with the geomantic landscape, and have fun and insight doing it, as you contribute to the Earths well-being starting today and begin
The Ultimate Question 2 0 Revised And Expanded Edition
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Author : Fred Reichheld
language : en
Publisher: Harvard Business Review Press
Release Date : 2011-09-20
The Ultimate Question 2 0 Revised And Expanded Edition written by Fred Reichheld and has been published by Harvard Business Review Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2011-09-20 with Business & Economics categories.
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.
Beyond The Battlefield
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Author : G. Scott Taylor (Lt.Col.)
language : en
Publisher: Strategic Studies Institute U. S. Army War College
Release Date : 2012
Beyond The Battlefield written by G. Scott Taylor (Lt.Col.) and has been published by Strategic Studies Institute U. S. Army War College this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with History categories.
The Army goes to great lengths to capture lessons learned and preserve these lessons for current practitioners and future generations. Though the Army is one of the most self-critical organizations found in American society, a well-deserved reputation has also been earned for failing to inculcate those lessons by transforming the institutional Army. Change is achieved through a continuous cycle of adaptive innovation, experimentation, and experience. In Iraq, out of necessity while in contact with a dynamic enemy, the Army transformed on the battlefield with radical changes in doctrine, organization, training, and material, which significantly enabled battlefield success. As a result of the withdrawal of troops from Iraq at the end of 2011, this paper analyzes the success of the military's counterinsurgency strategy and nation-building efforts, examines the future of combat which the Army may face in order to recommend a suitable force posture, and makes recommendations for future competencies and capabilities utilizing the problem-solving construct of DOTMLPF in order to ensure future victories in this relevant component of the full spectrum of conflict.
Insanity Defense In Federal Courts
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Author : United States. Congress. House. Committee on the Judiciary. Subcommittee on Criminal Justice
language : en
Publisher:
Release Date : 1982
Insanity Defense In Federal Courts written by United States. Congress. House. Committee on the Judiciary. Subcommittee on Criminal Justice and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 1982 with Criminal justice, Administration of categories.
Between God And Man
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Author : Abraham Heschel
language : en
Publisher: Simon and Schuster
Release Date : 1997-10-21
Between God And Man written by Abraham Heschel and has been published by Simon and Schuster this book supported file pdf, txt, epub, kindle and other format this book has been release on 1997-10-21 with Religion categories.
Heschel was one of the outstanding Judaic philosophers and theologians of our time, and this is more than just a comprehensive introduction to contemporary Judaism as he attempts to bridge the gap between traditions of Eastern European Jewry and the scholarship of Western civilisation.
Life S Ultimate Questions
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Author : Ronald H. Nash
language : en
Publisher: Zondervan Academic
Release Date : 2010-08-03
Life S Ultimate Questions written by Ronald H. Nash and has been published by Zondervan Academic this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-08-03 with Religion categories.
Life's Ultimate Questions is unique among introductory philosophy textbooks. By synthesizing three distinct approaches—topical, historical, and worldview/conceptual systems—it affords students a breadth and depth of perspective previously unavailable in standard introductory texts. Part One, Six Conceptual Systems, explores the philosophies of: naturalism, Plato, Aristotle, Plotinus, Augustine, and Aquinas. Part Two, Important Problems in Philosophy, sheds light on: The Law of Noncontradiction, Possible Words, Epistemology I: Whatever Happened to Truth?, Epistemology II: A Tale of Two Systems, Epistemology III: Reformed Epistemology, God I: The Existence of God, God II: The Nature of God, Metaphysics: Some Questions About Indeterminism, Ethics I: The Downward Path, Ethics II: The Upward Path, Human Nature: The Mind-Body Problem and Survival After Death.
The Ultimate Question
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Author : Fred Reichheld
language : en
Publisher:
Release Date : 2007-08
The Ultimate Question written by Fred Reichheld and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2007-08 with Self-Help categories.
One Simple Question Can Determine Your Company's Future. Do You Know the Answer? The Ultimate Question offers hands-on guidance on how to: Distinguish good profits from bad. Measure NPS and benchmark performance against world-class standards. Quantify the economic value generated by customer word of mouth. Assign accountability for improving customer relationships. Identify core customers and set priorities for strategic investments. Move customers beyond mere satisfaction to true loyalty. Create communities of passionate advocates that stimulate innovation and growth. Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.