5つ星のうち5.0A Most Superior Customer Experience Book!
2017年4月30日に英国でレビュー済み
Amazonで購入
Working directly within the Customer Experience field highlights to me what a gem of a book, and the other two in this series, truly are. Verily, even if you are not a Customer Experience researcher or leader, you will find the books charming, highly-knowledgeable, but also, notoriously hard to put down. Maurice is one of the top 15 Customer Experience Leaders to follow, and it is fantastic that his ideas are published within the Amazon ecosystem! His brother, Peter, is the master illustrator, creating unique cartoons, which certainly get the messages across!
Summary- a must buy if you work in Customer Experience or an associated field, and definitely an entertaining read if you do not!
5つ星のうち5.0In-depth coverage of Net Promoter Score plus excellent real-life examples
2017年5月8日にアメリカ合衆国でレビュー済み
Amazonで購入
I thoroughly enjoyed this book and also found it incredibly useful. It provides both the background, the rationale and the history of NPS. The book also boasts many technical details on how to use NPS in a productive way. I have not seen any other resource provide such an in-depth coverage of all the aspects of NPS.
The best thing is that the book is peppered with the real-life examples. One chapter is specifically called “How not to do it” where the author takes apart surveys from some major brands. The chapter on how culture affects survey outcomes was also particularly memorable.
To sum up, the book is a must read for anybody who is implementing NPS, thinking about it, or is helping companies succeed at NPS. In fact, I’ve already recommended to family and friends!
Great, detailed information on the total Net Promoter System from someone who has really lived it. We are in the middle of a vendor selection process for the expansion of our NPS program. We used many of his insights to design the requirements we've been providing to these vendors. We are part of the Bain & Company NPS Forum, have direct access to many successful global companies that are effectively utilizing NPS, and yet still found excellent additional advice from this book.
5つ星のうち5.0Excellent reading and compelling message to get things done !
2017年6月25日にアメリカ合衆国でレビュー済み
Amazonで購入
I really like the writer's style. Down to business and reality. I see the difficulty in having a true 'implementation plan' that _and combines a Deliverable and a Communication that is effective enough_ ... Great reading and I only can recommend the stuff; 'Getting things done' is a clear statement though absolutely necessary to pass the message and execute on your plan ! Let us read more of this Maurice ! Cheers, Luc
