Fred Reichheld
More books by Fred Reichheld…
“where there is individual accountability, things get done. Measure is another magic word: what gets measured creates accountability. With no standard, reliable metric for customer relationships, employees can’t be held accountable for them and so overlook their importance.”
― The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
― The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
“Upton Sinclair dictum: it is difficult to get a man to understand something when his salary depends upon his not understanding it.”
― The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
― The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
“Too many companies these days are like AOL back then. They want to make the most of their innovations. They want to build a great brand with world-class loyalty. But they can’t tell the difference between good profits and bad. As a result, they let themselves get hooked on bad profits.”
― The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
― The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
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