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Net Promoter - Implement the System: Advice and experience from leading practitioners (Customer Strategy Book 2) (English Edition) di [FitzGerald, Maurice]
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Net Promoter - Implement the System: Advice and experience from leading practitioners (Customer Strategy Book 2) (English Edition) Formato Kindle

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Lunghezza: 231 pagine Word Wise: Abilitato Miglioramenti tipografici: Abilitato
Scorri Pagina: Abilitato Lingua: Inglese
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Descrizione prodotto


The Net Promoter System® is the most widely adopted system for managing customer feedback and improvement. It is used around the world and works well in all cultures and languages. Like most management systems, it has advantages and disadvantages.

When Meg Whitman abandoned politics and became CEO of HP, she decided that all divisions should implement the Net Promoter System. NPS supplemented and replaced many existing systems. Maurice led this work for the software business, which had grown through a long series of complex acquisitions. This book builds on that experience, explaining what works and what does not. There is a particular focus on communication.

Maurice manages the largest Net Promoter System community on the web: the Net Promoter System (NPS) Forum on LinkedIn, which has over 23,000 members. He has also participated in the Bain 'Net Promoter System' podcasts, where Rob Markey invites "interesting and important people in the Net Promoter community." You can listen to episode 76 on iTunes, and also find a link on the Bain Net Promoter System podcast webpage.

A recognized public speaker with his own Net Promoter Score: Maurice spoke at the Satmetrix Net Promoter conference in London in 2015 and received an NPS score of 67 from the audience. The average speaker score was 44.

Dettagli prodotto

  • Formato: Formato Kindle
  • Dimensioni file: 34963 KB
  • Lunghezza stampa: 231
  • Venduto da: Amazon Media EU S.à r.l.
  • Lingua: Inglese
  • ASIN: B06XP1K6XK
  • Da testo a voce: Abilitato
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  • Word Wise: Abilitato
  • Screen Reader: Supportato
  • Miglioramenti tipografici: Abilitato
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Le recensioni clienti più utili su (beta) (Potrebbero essere presenti recensioni del programma "Early Reviewer Rewards") 5.0 su 5 stelle 1 recensione
5.0 su 5 stelle In-depth coverage of Net Promoter Score plus excellent real-life examples 8 maggio 2017
Di Amazon Customer - Pubblicato su
Formato: Formato Kindle Acquisto verificato
I thoroughly enjoyed this book and also found it incredibly useful. It provides both the background, the rationale and the history of NPS. The book also boasts many technical details on how to use NPS in a productive way. I have not seen any other resource provide such an in-depth coverage of all the aspects of NPS.

The best thing is that the book is peppered with the real-life examples. One chapter is specifically called “How not to do it” where the author takes apart surveys from some major brands. The chapter on how culture affects survey outcomes was also particularly memorable.

To sum up, the book is a must read for anybody who is implementing NPS, thinking about it, or is helping companies succeed at NPS. In fact, I’ve already recommended to family and friends!
1 di 1 persone hanno trovato utile la seguente recensione
5.0 su 5 stelle Superb Customer Experience Book! 1 maggio 2017
Di DrBorderick - Pubblicato su
Formato: Formato Kindle
Working directly within the Customer Experience field highlights to me what a gem of a book, and the other two in this series, truly are. Verily, even if you are not a Customer Experience researcher or leader, you will find the books charming, highly-knowledgeable, but also, notoriously hard to put down. Maurice is one of the top 15 Customer Experience Leaders to follow, and it is fantastic that his ideas are published within the Amazon ecosystem! His brother, Peter, is the master illustrator, creating unique cartoons, which certainly get the messages across!

Summary- a must buy if you work in Customer Experience or an associated field, and definitely an entertaining read if you do not!
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