Beyond The Ultimate Question

Business growth depends on more than asking a single question. Challenging the widely touted Net Promoter Score (NPS) claims, author Bob E. Hayes provides compelling evidence that, to grow their business, companies need to look beyond this simple question to efforts on improving the entire customer feedback program (CFP). First, customer loyalty consists of three components, advocacy, purchasing, and retention, each providing unique and useful information regarding future business growth. By measuring these three components of customer loyalty, companies will be better able to manage their customer relationships to maximize growth through new and existing customers. Second, because of the diverse business practices companies can employ with respect to their CFPs, there are hundreds of different ways a company can structure its particular program. Some companies have top executive support for their programs while others do not. Some companies integrate their customer feedback data into their daily business processes while others keep them separate. Some companies use customer feedback results as part of their employee incentive programs while other companies rely on more traditional incentive programs. Still some companies conduct in-depth customer research using their feedback data while others rely on basic reporting of their customer feedback data for their customer insight. But are there critical elements of a customer feedback program that are absolutely necessary for its success? Can a company exclude some elements from its program without adversely impacting its effectiveness? How important are certain components in increasing customer loyalty? This book answers these questions. It is a direct result of the author’s scientific research and professional experience in the field of customer satisfaction and loyalty. This book represents the first scientific study that has tried to identify the best practices of customer feedback programs. Hayes formally collected information from many CFP professionals regarding how they structure their CFPs, and identified specific CFP practices that lead to higher levels of customer loyalty. Additionally, he worked first-hand with employees from Microsoft, Oracle, Harris Stratex Networks, Akamai, and American Express Business Travel in gathering insights and case studies to illustrate how to build a world class CFP. Learn why companies should look beyond the NPS as the ultimate question and learn how to design an effective CFP that will help improve the customer experience, increase customer loyalty, and, ultimately, drive business growth. For those unfamiliar with CFPs, the appendices provide detail on methods used in the main body of the book: a discussion on methods of determining customer requirements (those elements of your business that are important to your customers), a complete discussion on how to write survey questions, and brief discussions on particular statistical analysis methods that can help you understand how customer feedback data are analyzed.

Based on extensive research, this book shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.

FICTION Take a visionary walk through the cosmos right here on the Earth What if you woke up one morning and realized you are the cosmos, all the heavenly realms and gods, and a refl ection of God Himself/Herself? Th at you and the Earth have the same structures of consciousness, are made virtually the same? Walking in Albion is an amusing, passionate fi rst-person answer to that. It chronicles interactions with the Earth through its sacred sites in a style full of jokes and visions, whinges and epiphanies. Leviton reports life on the path of the Christed Grail Knight in search of a cosmic spirit called Albion, the cosmos in a giant human form, the soul of the planet. Albion is a picture map of Creation, full of lights and palaces and the memories of humanity on Earth since the beginning. Join Leviton in an odyssey of meditation and visionary experience from sites in Norway, France, England, and Scotland to America, Mexico, and Tahiti. Oh yes, he travels with plenty of sidekicks, jokers, and wellwishers, especially angels. Want a freshly conceived meditative-spiritual experience that includes the Earth as a prime recipient of your contacts and changes? Walking in Albion is an unusual and original approach to the Mysteries of human and Earth, a fresh, bold way of regarding the authentic Christ, not as dogma but experience yoursin the theater of the Earth. Plus guidelines to relate eff ectively with the geomantic landscape, and have fun and insight doing it, as you contribute to the Earths well-being starting today and begin

The Army goes to great lengths to capture lessons learned and preserve these lessons for current practitioners and future generations. Though the Army is one of the most self-critical organizations found in American society, a well-deserved reputation has also been earned for failing to inculcate those lessons by transforming the institutional Army. Change is achieved through a continuous cycle of adaptive innovation, experimentation, and experience. In Iraq, out of necessity while in contact with a dynamic enemy, the Army transformed on the battlefield with radical changes in doctrine, organization, training, and material, which significantly enabled battlefield success. As a result of the withdrawal of troops from Iraq at the end of 2011, this paper analyzes the success of the military's counterinsurgency strategy and nation-building efforts, examines the future of combat which the Army may face in order to recommend a suitable force posture, and makes recommendations for future competencies and capabilities utilizing the problem-solving construct of DOTMLPF in order to ensure future victories in this relevant component of the full spectrum of conflict.

Introduces the superstring theory that attempts to unite general relativity and quantum mechanics.

In Life, the Universe and Everything, the third title in Douglas Adams' blockbusting sci-fi comedy series, The Hitchhiker's Guide to the Galaxy, Arthur Dent finds himself enlisted to prevent a galactic war. This edition includes exclusive bonus material from the Douglas Adams archives, and an introduction by Simon Brett, producer of the original radio broadcast. Following a number of stunning catastrophes, which have involved him being alternately blown up and insulted in ever stranger regions of the Galaxy, Arthur Dent is surprised to find himself living in a cave on prehistoric Earth. However, just as he thinks that things cannot get possibly worse, they suddenly do. An eddy in the space-time continuum lands him, Ford Prefect, and their flying sofa in the middle of the cricket ground at Lord's, just two days before the world is due to be destroyed by the Vogons. Escaping the end of the world for a second time, Arthur, Ford, and their old friend Slartibartfast embark (reluctantly) on a mission to save the whole galaxy from fanatical robots. Not bad for a man in his dressing gown . . . Follow Arthur Dent's galactic (mis)adventures in the rest of the trilogy with five parts: So Long, and Thanks for All the Fish, and Mostly Harmless.