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Bain.com homeContactOfficesSearch the entire bain and company siteAbout NPSHistory of Net PromoterBenefits of NPSNPS and growthMeasuring your NPSThree types of scoresEmployee NPSCompanies using NPSNPS in B2BThe SystemOverviewReliable metricLoyalty economicsRoot causeClosed loopLearningActionOperational infrastructureLeadershipBookThe Ultimate Question 2.0AuthorsEndorsementsPreview videoFor the pressBlogLatest postsForumOverviewForum leadershipTestimonial videoFrequently asked questionsBecome a memberResourcesRecommended readingIn the newsToolkitBest practice benchmarkVendorsTrademarks & LicensingPodcastThe numbers behind Net Promoter SystemTest Your NPS KnowledgeVideosTrailblazer videosNPS shortsHBR seriesBehind the Quiet RevolutionMore videosSpeakingFred ReichheldRob MarkeyNET PROMOTER SYSTEM℠ podcastRob Markey talks to loyalty leaders about how they use the system to improve the customer experience and create lasting results.VIEW THE PODCASTSSUBSCRIBE ON ITUNESNPS shorts video seriesRob Markey and Fred Reichheld discuss the fundamental concepts behind NET PROMOTER SYSTEM℠ in these short videos.Watch the videosThe Ultimate Question 2.0Join thousands of executives who have already discovered how NET PROMOTER SYSTEM℠ can transform their companies and provide a blueprint for long-term growth.Buy from AmazonB&NThe NPS Loyalty BlogJoin the conversation with Fred and Rob as they share their latest experiences with customer-focused companies.Read the blogThis should become a business classic. Fred and Rob have accomplished the rarest of feats—creating a sequel that is even better than the original. John Donahoe, CEO eBay Buy from Amazon B&N You know the score. But do you know the system? Take our online quiz to test your NET PROMOTER SYSTEM℠ knowledge. Take the quiz Slide 1 Slide 2 Slide 3 Slide 4 Slide 5 Slide 6 Get your copy today The Ultimate Question 2.0 How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld and Rob Markey ORDER FROM AMAZON Recent Loyalty Blog posts Want royally happy customers? Never skimp on service Tea service is a relic from a bygone era, but hotel legend Horst Schulze would never think of getting rid of it. He explains why on our latest podcast. October 2014 by Rob How banks are bringing back the love Banks are working hard to cultivate loyalty in an ultra-competitive market. (LinkedIn) September 2014 by Fred Letting feedback speak for itself Few companies offer easy ways for employees to hear direct customer feedback. Medallia's Amy Pressman wants to change that. September 2014 by Rob Why I deleted your survey Too many companies bombard their customers with long, pointless surveys that result in no meaningful changes. (LinkedIn) August 2014 by Fred Scaling up or scoping out at Herman Miller In our latest podcast, Pam Carpenter and Michael Ramirez talk about the next steps in Herman Miller's NPS journey. August 2014 by Rob The benchmark is dead! Long live the benchmark! Genroe's Adam Ramshaw
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