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Douglas

Vancouver, BC, Canada

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HELPFUL VOTES
  • 1 reviews
  • 17 ratings
  • 46 titles in library
  • 1 purchased in 2014
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  • The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

    • UNABRIDGED (8 hrs and 5 mins)
    • By Fred Reichheld, Rob Markey
    • Narrated By Walter Dixon
    • Whispersync for Voice-ready
    Overall
    (55)
    Performance
    (39)
    Story
    (40)

    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.

    Richard says: "Pretty Solid Material"
    "No substance"
    Overall
    Performance
    Story
    What could have made this a 4 or 5-star listening experience for you?

    Some material around how to set up NPS in a business.


    Would you ever listen to anything by Fred Reichheld and Rob Markey again?

    Yes -I love the NPS System. Unfortunately this book is 80% anecdotes about businesses that have successfully implemented it. Also, the vast majority were huge companies.

    Would love to see some info on how startups or small companies can implement NPS.


    What about Walter Dixon’s performance did you like?

    Well read -good voice.


    Any additional comments?

    My company has used NPS for 3 years so I love the concept. The book was interesting for a while as it's well read and some of the stories are interesting. Would have preferred some more meat around how to properly implement the system and less success stories.

    0 of 1 people found this review helpful

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