Mutual loyalty. The legendary strategy of genuine customer attraction
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Almost 20 years ago, the consultant and sales expert Fred Reicheld forced the whole world to pay attention to the economy of loyalty. He developed a method for evaluating the client experience of Net Promoter System (NPS) and described it in his bestseller "sincere loyalty". Since then, thousands of companies around the world have been using this strategy, including giants such as Apple, Cisco, American Express, Nike, Zappos, Philips, GE, EBAY.
Today the author takes his system to a new level - NPS 3.0, and still demonstrates that the main goal of the business should be not a short -term shareholder, but the enrichment of the life of its customers. Why? When customers feel sincere care and love, they return and bring friends. The loyalty of your customers is your profit! Moreover, this approach becomes a decisive factor in the struggle for talents in a new digital reality. Representatives of millennials and generations Z want to work in companies with an inspiring goal.
This book will help you implement the measured and applied NPS tool into the practice of your company and win customers for life!
Today the author takes his system to a new level - NPS 3.0, and still demonstrates that the main goal of the business should be not a short -term shareholder, but the enrichment of the life of its customers. Why? When customers feel sincere care and love, they return and bring friends. The loyalty of your customers is your profit! Moreover, this approach becomes a decisive factor in the struggle for talents in a new digital reality. Representatives of millennials and generations Z want to work in companies with an inspiring goal.
This book will help you implement the measured and applied NPS tool into the practice of your company and win customers for life!
Author:
Author:Бернс Морин, Райхельд Фред
Cover:
Cover:Hard
Category:
- Category:Business & Money
Publication language:
Publication Language:Russian
Paper:
Paper:Offset
Age restrictions:
Age restrictions:16+
ISBN:
ISBN:978-5-00195-898-7
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