The Ultimate Question

since the company i worked for adopted this simple method of measuring customer's satisfaction, i need to know it better especially when our first reaction (in this part of the world, Indonesia) is "are we sure we want to do this? here, 9 and 10 are reserved for the good prophet Mohammad and God, so......more

A good book to understand framework for application of NPS in organisation and how to implement and monitor the outcome for the same. I like the chapter where framework was provided to measure profitability with NPS on different axis and ultimately decisions of retention and conversion of different......more

Good Ethics Is Good Business? Spend any time with a business executive and you might hear the cliché, “Good ethics is good business.” Setting aside the clear disassociation between this statement and the way American businesses operate, the philosopher in me reacts negatively to such statements. Ofte......more

300 pages to tell people to ask 1 question. An article would have sufficed.......more

First-half was really good. Second-half, not so much. This book offers a great question, the ultimate question in fact, for organizations to ask their customers: How likely is it that you would recommend this company to a friend or colleague? Some other take-aways: * There are bad profits and good p......more