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Relations publiques Public relations --- Client Klant --- Clientèle [Relations avec la ] --- Consommateurs--Satisfaction --- Consumenten [Tevredenheid van de ] --- Consumer satisfaction --- Customer satisfaction --- Klanten [Relaties met de ] --- Motivation au travail --- Motivation du personnel --- Motiveren van het personeel --- Personeel -- Motiveren --- Personnel -- Motivation --- Relaties met de klanten --- Réussite professionnelle --- Succes in zaken --- Succès en affaires --- Succès professionnel --- Verbruikers [Tevredenheid van de ] --- Zakendoen [Succes in ] --- relations avec la clientèle --- Client mystères --- Mystery consumer --- Mystery shopper --- Mystery shopping --- Customer relations --- Employee motivation --- Leadership --- Success in business

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"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"--Provided by publisher.

Customer relations. --- Consumer satisfaction. --- Customer loyalty. --- Employee motivation. --- Employee loyalty. --- Leadership. --- Success in business. --- Customer relations --- Consumer satisfaction --- Customer loyalty --- Employee motivation --- Employee loyalty --- Leadership --- Success in business

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Waarom lukt het zo veel bedrijven niet hun ambities te realiseren ? In de eerste editie van deze wereldwijde bestseller onthulde loyaliteitsexpert Fred Reichheld de vraag aan klanten die bepalend is voor de toekomst van elk bedrijf: 'Zou je ons aan een vriend aanraden ?' Door deze vraag te stellen ontdek je 'tegenstanders' (die de reputatie van je bedrijf schaden en gemakkelijk overstappen naar de concurrent) en 'promoters' (die zorgen voor gezonde winst en duurzame groei). Je ontdekt ook een belangrijke indicator, de Net Promoter Score (nps). Het proces hierachter heeft bedrijven in uiteenlopende branches getransformeerd en is uitgegroeid tot een succesvolle methode die minstens zo krachtig is als Six Sigma. In deze grondig herziene en uitgebreide editie tonen Fred Reichheld en zijn collega Rob Markey aan dat nps voor buitengewone resultaten zorgt. Aan de basis ligt een feedbackproces als krachtig instrument om werknemers te motiveren en klanten voor je te winnen. Deze nieuwe editie bevat talloze praktijkcases van bedrijven die hun customer experience met nps drastisch wisten te verbeteren. Bron : http://www.businesscontact.nl

Customer relations --- Consumer satisfaction --- Costumer loyalty --- Employee motivation --- Leadership --- Success in business --- Marketing --- Klantentevredenheid --- Loyaliteit --- Marketingresearch --- Klantenbinding --- Klantgericht ondernemen --- Feedback --- Mond-tot-mondreclame --- NPS (Net Promotor Score) --- Net Promoter Score --- Financiewezen

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"Can your company win by embracing a higher purpose? The answer is a resounding yes-and this book tells you how. Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Since its introduction two decades ago by author and customer loyalty guru Fred Reichheld, companies across the spectrum have adopted it-from industrial giants such as Mercedes-Benz and Cummins to Silicon Valley sweethearts such as Apple and Google to digital innovators such as Warby Parker and Peloton. Why? Love. In Winning on Purpose, which grows directly out of NPS, Reichheld argues that the primary purpose of a business should be to enrich the lives of its customers-and the best way to do that is to embrace a rating system that segments customers into Promoters, Passives, and Detractors. NPS illuminates a radically simple idea: prosper by treating people the way you want to be treated. It puts the Golden Rule-and love-at the heart of enduring business success. Across a wide range of industries, the "star" NPS companies consistently deliver higher returns to shareholders. Want to double the stock market returns of an index fund? This book shows you how. But winning on purpose isn't easy. Reichheld explains why most NPS practitioners achieve just a small fraction of the system's full potential and presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable measure of what he calls "good profits"-generated when customers come back for more and bring their friends-and argues convincingly that EGR should be included in audited financial statements. Delivering an engaging mix of in-depth business examples and moving personal stories, Reichheld distills and advances the essentials of NPS. Winning on Purpose is the must-read story of the management phenomenon of our time-and your indispensable guide to making NPS the key to your own company's success"--

Relationship marketing. --- Customer loyalty. --- Consumer satisfaction. --- Marketing research. --- Word-of-mouth advertising.

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Les grands leaders portent une promesse : ils placent les clients au coeur de leur stratégie et ont le NPS pour boussole. Peu de concepts ont rencontré un écho similaire au Net Promoter System (NPS). Nous connaissons tous, en tant que professionnel ou consommateur, les avis étoilés portant sur des produits, marques ou sites. En près de 20 ans, le Net Promoter System - notamment grâce au Net Promoter Score -, a conquis des milliers d'entreprises (Mercedes-Benz, Facebook, Amazon, Apple, Netflix...). Créateur de ce système mondialement reconnu, Fred Reichheld n'entendait pas s'arrêter là. Avec La promesse gagnante, il réaffirme une valeur fondamentale : la priorité d'une entreprise est d'apporter à ses clients un « supplément d'âme ». C'est sur ce point que toute politique de fidélisation devrait se fonder. Des consommateurs aimés sont les meilleurs ambassadeurs d'une marque et des catalyseurs d'activité. L'avènement du NPS 3.0 renforce cette logique comme le démontrent les cas étudiés dans l'ouvrage (Enterprise Rent-A-Car, Airbnb, Uber, Amazon, Apple, Cisco...). Parce que l'outil est souvent sous-utilisé ou mal employé, ce guide décortique les bonnes pratiques au service des marques, petites ou grandes, souhaitant s'en emparer. Il met en avant une nouvelle notion, le taux de croissance acquise (TCA), levier d'un capitalisme et d'une gouvernance renouvelés qui font la part belle aux clients.

Relationship marketing --- Customer loyalty --- Consumer satisfaction --- Marketing research --- Word-of-mouth advertising