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Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty
Published by
American Society for Quality Press, 2009
ISBN 10: 0873897722
ISBN 13: 9780873897723
Used
Hardcover
Seller: ThriftBooks-Atlanta, AUSTELL, GA, U.S.A.
Seller rating 5 out of 5 stars
Hardcover. Condition: Very Good. No Jacket. May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less. Seller Inventory # G0873897722I4N00
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Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty
Published by
American Society for Quality Press, 2009
ISBN 10: 0873897722
ISBN 13: 9780873897723
Used
Hardcover
Seller: Goodwill of Silicon Valley, SAN JOSE, CA, U.S.A.
Seller rating 4 out of 5 stars
Condition: good. Supports Goodwill of Silicon Valley job training programs. The cover and pages are in Good condition! Any other included accessories are also in Good condition showing use. Use can include some highlighting and writing, page and cover creases as well as other types visible wear. Seller Inventory # GWSVV.0873897722.G
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Beyond the Ultimate Question: A Systematic Approach to Improve Customer Loyalty
Published by
ASQ Quality Press, Milwaukee, Wis, 2009
ISBN 10: 0873897722
ISBN 13: 9780873897723
New
Hardcover
Seller: Fox and Tome Booksellers, Frederick, MD, U.S.A.
Seller rating 4 out of 5 stars
Hardback. Condition: New. In this 2009 work published by ASQ Quality Press, Bob E. Hayes questions the sufficiency of the Net Promoter Score as a standalone metric for predicting business growth and customer retention. Drawing on empirical research, Hayes argues that customer loyalty is multidimensional, encompassing advocacy, purchasing behavior, and retention, and therefore requires a broader measurement framework than any single survey question can provide. The book outlines a systematic methodology for designing and managing a comprehensive customer feedback program, offering practitioners tools for data collection, analysis, and applying insights to strengthen loyalty across these distinct dimensions. Seller Inventory # NN-251101-shelf-10-055