Net Promoter - Implement the System: Advice and experience from leading practitioners
Lingua: inglese
Editore: Touchladybirdlucky Studios, 2017
- Brossura
- Nuovo
Da: PBShop.store US, Wood Dale, IL, U.S.A.PBShop.store US
Venditore AbeBooks dal 7 aprile 2005
Condizione: Nuovo
EUR 22,43
Quantità: Più di 20 disponibili
Aggiungi al carrelloDescrizione dell’articolo da parte del venditore
New Book. Shipped from UK. THIS BOOK IS PRINTED ON DEMAND. Established seller since 2000.
Codice articolo L0-9782970117247
- Titolo
- Net Promoter - Implement the System: Advice and experience from leading practitioners
- Autore
- Fitzgerald, Maurice
- Editore
- Touchladybirdlucky Studios
- Anno di pubblicazione
- 2017
- Condizione
- New
- Rilegatura
- PAP
- Lingua
- inglese
- ISBN 10
- 297011724X
- ISBN 13
- 9782970117247
- Disegnatore
- FitzGerald, Peter
- Peso dell'articolo
- 510 grammi
- Serie
- Libro 2 di 4: Customer Strategy
The Net Promoter System is the most popular improvement system on the planet
Here's why: It is easy to understand, and you can learn from those who have done it before.
You know your company can perform better. You want to make it happen. And fast. Your colleagues and friends seem to have great suggestions. You have lots of ideas. Too many ideas. Which ones will make a difference? The customer research you're getting is just not delivering the goods. There are lots of improvement methods out there. Too many. You need a better solution, one that's as credible as it is simple – You need NPS.A charming but worried colleague...
I remember this one colleague, a woman whose many charms could slay most men. But after a particular marketing meeting she was visibly very distressed. "We had measurements on all these factors," she told me, "but the CEO blew me out of the water." "Convince me," he had apparently said to her, "that any of your 40 or so scales actually matter to our largest customers." Without NPS she had started from the wrong place, and was lucky to keep her job."I get it," a CEO at a different firm told me about NPS. "Finally, there's one figure that tells me what I really need to know – are we about to grab their customers, or are they about to come for ours?"
NPS is easy to understand and explain
The Net Promoter System is the most widely adopted measurement and improvement system on the planet. There is a reason. The reason is its simplicity. It is simple to understand. It is simple to explain. Indeed, there is lots of information about NPS on the web and elsewhere. Too much information. Not enough practical advice.I will help you to understand which methods work and which do not
Which implementation methods work? Which do not? How should you communicate and execute? How can you avoid mistakes others have made? How can you engage customers in your voyage and make them enthusiastic and loyal? How can you move them from saying they will recommend your company to actually doing so?Great advice with great illustrations
Net Promoter - Implement the System answers these questions and many more. The advice has two great qualities: it is full of implementation stories from a recognized expert, and it is accompanied by entertaining drawings from a recognized artist. Maurice implemented NPS when he was VP of Customer Experience at HP and HPE Software. He also managed the largest NPS community on the internet for six months in 2017: The Net Promoter System Forum on LinkedIn with over 23,000 members. Maurice has been a frequent guest on Rob Markey’s Net Promoter System Podcast, with over 10,000 listeners.Peter has a doctorate in cognitive psychology from Oxford, and has exposed his art in three countries. His illustrations make many points memorable, and his knowledge has helped work many principles of behavioral economics into the book.
Updated in April 2018
Bain updated the employee NPS concepts in December 2017. I also updated my research on the relationship between employee and customer satisfaction in March 2018. Episode / transaction NPS descriptions needed improvement. All this means an updated version of the book is available in Kindle and print formats since April 2nd 2018.So here you have it – 'Net Promoter: Implement the System' – a straightforward, very readable book. Ask yourself this question (punk*), why would you not want to read a book that could save your job and / or your firm? You are now just a click or two away from all this knowledge. You know what to do next. (Go ahead. Make my day.*)
*Dirty Harry, of course
"Riassunto" può appartenere a un’altra edizione di questo titolo.
PBShop.store US
Wood Dale, IL, U.S.A.
Venditore AbeBooks dal 7 aprile 2005
Tariffe di spedizione nazionale per U.S.A.
| Articolo | Da 7 a 14 giorni lavorativi | Da 7 a 14 giorni lavorativi |
|---|---|---|
| Primo articolo | EUR 0,00 | EUR 0,00 |
Metodi di pagamento
Descrizione dello Store
We first started out as “The Paperback Exchange,” a chain of physical bookstores where we would part exchange your beloved books for new stories to transport you to faraway places. However, as shopping started to evolve to online shops and marketplaces, we bid our stores goodbye to become “PBShop.” This transition has only allowed us to blossom as we now ship thousands of titles to book lovers across the globe. We pride ourselves in being a community of local book lovers which allows our passion and devotion to shine in everything we do. In 2020 we not only celebrated our 20th birthday but our 1st birthday as being completely employee owned after becoming an E.O.T in September 2019. We are proud to be different and embrace standing apart on a book mountain by working from a virtual inventory which allows us to provide thousands of books that may be difficult to get for your bookshelf or your studies. Working with a number of different suppliers allows us to explore other avenues such as puzzles, sheet music and even stationery so we really do have something for everyone. Life is about being versatile in all realms of existence. If this is your first visit or you are a returning customer, we would like to welcome you to the PBShop family, for there is no friend as loyal as a book. We are a company who put our customers at the centre of everything we do as we understand the importance of reading because once you learn to read, you will forever be free. There are a whole lot of things in this world of ours that we are yet to explore, which is why we will forever inspire curious minds.…
Specializzazione
Hardbacks, PaperbacksInformazioni sull’azienda del venditore
Pbshop.co.uk Ltd
Unit 22 Horcott Industrial Estate, Horcott Road
Fairford, Regno Unito GL7 4BX
Condizioni di vendita
Returns Policy
We ask all customers to contact us for authorisation should they wish to return their order. Orders returned without authorisation may not be credited.
If you wish to return, please contact us within 14 days of receiving your order to obtain authorisation.
Returns requested beyond this time will not be authorised.
Our team will provide full instructions on how to return your order and once received our returns department will process your refund.
Please note the cost to return any unwanted order to us is borne by the buyer.
Should your order arrive damaged, not as advertised or faulty, we must be advised of this within 14 days of delivery. Please contact us so we can find the best solution for you.
Our Customer Care Team can be contacted via emailing paperback-us@paperbackshop.co.uk, or by calling our UK Office on +441285 712 917. We are available 9:00am till 5:30pm GMT weekdays and 9:00am till 1:00pm GMT on Saturdays.
Diritto di recesso
Se sei un consumatore puoi recedere dal contratto in conformità con quanto segue. Per Consumatore si intende qualsiasi persona fisica che agisce per scopi estranei alla propria attività commerciale, imprenditoriale, artigianale o professionale.
Informazioni sul diritto di recesso
Diritto legale di recesso
Hai il diritto di recedere dal presente contratto entro 14 giorni senza fornire alcuna motivazione.
Il periodo di recesso scade dopo 14 giorni dal giorno in cui tu o una terza parte, diversa dal vettore e da te indicata, acquisisce il possesso fisico dell'ultimo bene o dell'ultimo lotto o pezzo.
Per esercitare il diritto di recesso, compila e invia elettronicamente una dichiarazione esplicita sul nostro sito Web, alla voce “I miei acquisti” nella sezione “Mio account”. Ti comunicheremo senza indugio una conferma di ricezione di tale recesso su un supporto durevole (ad es. via e-mail).
Per rispettare il termine di recesso, è sufficiente inviare la comunicazione relativa all'esercizio del diritto di recesso prima della scadenza del periodo di recesso stesso.
Effetti del recesso
In caso di recesso dal presente contratto, ti rimborseremo tutti i pagamenti ricevuti, compresi i costi di spedizione (ad eccezione dei costi supplementari derivanti dalla tua eventuale scelta di un tipo di spedizione diverso dal tipo meno costoso di consegna standard da noi offerto).
Potremo effettuare una detrazione dal rimborso per la perdita di valore dei beni forniti, qualora tale perdita sia il risultato di una manipolazione non necessaria da parte tua.
Eseguiremo il rimborso senza indebito ritardo e non oltre 14 giorni dal giorno in cui saremo informati della tua decisione di recedere dal presente contratto.
Il rimborso sarà effettuato utilizzando lo stesso mezzo di pagamento da te usato per la transazione iniziale, salvo che tu non abbia espressamente concordato altrimenti; in ogni caso, non dovrai sostenere alcun costo quale conseguenza di tale rimborso.
Possiamo trattenere il rimborso finché non avremo ricevuto i beni oppure finché non avrai fornito la prova di averli rispediti, a seconda di quale condizione si verifichi per prima.
Dovrai rispedire i beni o consegnarli a PBShop.store US, Springfield Gardens, New York, U.S.A., +44 1285 712917, senza indebito ritardo e, in ogni caso, entro 14 giorni dal giorno in cui ci hai comunicato la tua volontà di recedere dal presente contratto. Il termine è rispettato se rispedisci i beni prima della scadenza del periodo di 14 giorni. I costi diretti della restituzione dei beni saranno a tuo carico. Sei responsabile solo della diminuzione del valore dei beni risultante da una manipolazione diversa da quella necessaria per stabilire la natura, le caratteristiche e il funzionamento dei beni stessi.
Eccezioni al diritto di recesso
Il diritto di recesso non si applica a:
- La fornitura di giornali, periodici o riviste ad eccezione dei contratti di abbonamento; e
- La fornitura di contenuto digitale non fornito su un supporto materiale (ad es. su un CD o DVD), se al momento dell'invio dell'ordine hai accettato l'inizio dell'esecuzione e hai riconosciuto che non avresti potuto recedere una volta iniziata l'esecuzione.
Condizioni di spedizione
Books are shipped from our US or UK warehouses. Delivery estimates allow for delivery from either location.