© and (P)2006 FranklinCovey
"Among management books, this one's a keeper." (The Washington Post
"Reichheld makes a strong rhetorical case for his ideas." (Publishers Weekly)
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"An awakening message"
This is an excellent book: it really reminds you that customers are ruling and many companies are forgeting this at their own expense.
The book provides and easy to apply methodology to realy focus your business to the customers, in fact, not in declarations. It gets upgraded from 4 to 5 stars for the practical methodology described by the author.
I recommend the book to anybody who wants to excel in business.
"Good idea, poorly narrated"
I like the idea and the concept of this book - a little overexplained, but that's forgivable. The narration, and editing, of the audio however, are very poor - the repeat takes are so badly cut together, it makes the narrator sound like a non-native English speaker who isn't always sure where to put the emphasis in a sentence.
Simplistic in its approach but enduring if obtained. Business leaders should read this book to re-calibrate themselves on the golden rule and how it can be truly measured.
Performance wasn't the best, but the message was amazing! Well worth a listen... Especially if you are in a business... 😊
Loved hearing this book on my iPod. I am not much of a book reader and was given the assignment to read the book by my company. I was able to listen to it a couple of times and have the ideas in my head clearly to discuss them at the meeting.
No, I listened to it over several days when I had time.
"Very cool stuff!"
My company does the Net Promoter Score so I was pick up this audiobook in order to learn more. It was really cool to learn more (than many people in my company, I think!) about the methodology behind NPS. The concept of good vs. bad profits REALLY resonates with me, so that was a great take away. I also love that it gives a simple, straight forward metric. I agree with the author that too many measures just creates confusion.
If you work for a company who uses Net Promoter Score, are considering Net Promoter Score or another customer loyalty/satisfaction metric, this is a must read.
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