The Ultimate Question by Fred Reichheld
On sale now at FranklinCovey USA & FranklinCovey CA :$24.95
The Ultimate Question by Fred Reichheld In this revolutionary management book, Fred Reichheld reduces all business success into one question "Would you recommend this business to a friend-#63" According to Reichheld, this measure of customer satisfaction should be at the heart of all strategic decisions made by every company He presents compelling case studies to show how customer satisfaction is more important than any business criterion besides profits You'll learn how financial pressures have caused some executives to sacrifice true customer satisfaction in exchange for "bad profits" Such shortsightedness undermines long-term growth and success Learn how to use "the ultimate question" to strengthen your business Hardcover, 210 pages Harvard Business School Press
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