Beyond the Ultimate Question
Beyond the Ultimate Question

Author: Bob E. Hayes

Publisher: Quality Press

Published: 2009-05-04

Total Pages: 433

ISBN-13: 0873893190

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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.

Beyond the Obvious
Beyond the Obvious

Author: Phil McKinney

Publisher: Hachette Books

Published: 2012-02-07

Total Pages: 231

ISBN-13: 1401304133

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The Killer Questions Your Company Should Be Asking Generating and executing great ideas is the key to staying ahead in a rapidly changing world. It seems so basic. Why is it so hard to actually get right? According to innovation expert Phil McKinney, the real problem is that we're teaching people to ask the wrong questions about their businesses--or none at all. There has to be a better way. In Beyond the Obvious, McKinney will help you use his proven FIRE (Focus, Ideation, Rank, Execution) Method to dig deeper and get back to asking the right questions--the ones all companies must ask to survive. Full of real-world examples, this book will change the way you operate, innovate, and create, and it all begins with battle-tested questions Phil has gathered on note cards throughout his career. Shared for the first time here, these "Killer Questions" include: What are the rules and assumptions my industry operates under? What if the opposite were true? What will be the buying criteria used by my customer in 5 years? What are my unshakable beliefs about what my customers want? Who uses my product in ways I never anticipated? These questions will reframe the way you see your products, your customers, and the way the two interact. Whether you're a company of thousands or a lean startup, Beyond the Obvious will give you the skills and easy-to-follow plan you need to make both the revolutionary changes and nuanced tweaks required for success. Praise for Beyond the Obvious "Human beings are creatures of habit, so getting ourselves and our teams to think beyond the obvious is a challenge we face all the time. Phil McKinney is an innovation expert, and his killer questions and hit-the-spot anecdotes provide a great way to get out in front of opportunities we otherwise won't see." -- Geoffrey Moore, author of Crossing the Chasm and Escape Velocity "I've always believed that asking the right questions is the essence of design. Phil McKinney proves that point with this wonderful set of killer questions that will jumpstart-or greatly enhance- your innovation efforts." -- B. Joseph Pine II, co-author, The Experience Economy & Infinite Possibility. "Product Innovation is a prerequisite to building great brands. Phil's questions are a prerequisite to building innovative products." -- Satjiv S. Chahil, former global marketing chief, Apple"

Before and Beyond the 'Big Society'
Before and Beyond the 'Big Society'

Author: Joseph Forde

Publisher: James Clarke & Company

Published: 2022-05-26

Total Pages: 326

ISBN-13: 0227177789

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John Milbank's theology has shaped much modern political thinking both within and without the Church. In Before and Beyond the 'Big Society', Joseph Forde presents the first study devoted exclusively to John Milbank's theology of welfare, and how it has influenced policy in the Church of England since 2008. By examining the favourable response the Church gave to the 'Big Society' project in 2010-12, Forde shows that Milbank's Blue Socialist fingerprint increasingly dominates. However, this theology has not evolved in a vacuum and Forde expertly places it in its historical and theoretical context. He offers a detailed critical discussion of Milbank's own critique of what has been the mainstream (Temple) Anglican theology of welfare in the Church of England since the 1940s, and a fresh contribution to the assessment of Anglican social theology. Finally, he demonstrates how Milbank's ideas have been furthered by other influential Anglicans. It is this influence that will carry the greatest implications for the Church of England's policy on welfare going forward, making this study relevant to all who care about its contribution to the provision of welfare.

The Ultimate Question 2.0
The Ultimate Question 2.0

Author: Frederick F. Reichheld

Publisher: Harvard Business Press

Published: 2011

Total Pages: 304

ISBN-13: 1422173356

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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.

The Ultimate Question 2.0 (Revised and Expanded Edition)
The Ultimate Question 2.0 (Revised and Expanded Edition)

Author: Fred Reichheld

Publisher: Harvard Business Review Press

Published: 2011-09-20

Total Pages: 304

ISBN-13: 1422142396

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In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.

Theology in Reconstruction
Theology in Reconstruction

Author: Thomas F. Torrance

Publisher: Wipf and Stock Publishers

Published: 1996-12-19

Total Pages: 288

ISBN-13: 1725207869

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A collection of fifteen essays addressing the basic intellectual challenges to the contemporary Christian church. Professor Torrance deals with such topics as the centrality of Christology in scientific dogmatics, the Reformed and Roman Catholic doctrines of grace, theological education, the relation of theological statements to scientific methodology, the contemporary significance of some past theological giants, and the nature and significance of the Holy Spirit and of the church.

Life, the Universe and Everything
Life, the Universe and Everything

Author: Douglas Adams

Publisher: Pan Macmillan

Published: 2009-09-01

Total Pages: 197

ISBN-13: 0330513141

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‘One of the world's sanest, smartest, kindest, funniest voices’ – Independent on Sunday This 42nd Anniversary Edition includes exclusive bonus material from the Douglas Adams archives, and an introduction by Simon Brett, producer of the original radio broadcast. ***** 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. 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. ***** Praise for Douglas Adams: 'Sheer delight' - The Times 'A pleasure to read' - New York Times 'Magical . . . read this book' - Sunday Express

Beyond the Quantum
Beyond the Quantum

Author: Theo M. Nieuwenhuizen

Publisher: World Scientific

Published: 2007

Total Pages: 399

ISBN-13: 9812771182

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Already Einstein could never see quantum mechanics as a complete theory. Nowadays, many researchers, including 't Hooft, view quantum mechanics as a statistical description of some underlying reality. The workshop Beyond the Quantum, organized in Spring 2006 at the Lorentz Center in Leiden, The Netherlands, was one of the first meetings completely devoted to physics that may need an explanation beyond quantum mechanics. A broad variety of subjects was covered. The present book reflects this. Sample Chapter(s). Chapter 1: The Mathematical Basis for Deterministic Quantum Mechanics (267 KB). Contents: Introductions: The Mathematical Basis for Deterministic Quantum Mechanics (G 't Hooft); What Did We Learn from Quantum Gravity? (A Ashtekar); BoseOCoEinstein Condensates and EPR Quantum Non-Locality (F Lalo1/2); The Quantum Measurement Process: Lessons from an Exactly Solvable Model (A E Allahverdyan et al.); Quantum Mechanics and Quantum Information: POVMs: A Small but Important Step Beyond Standard Quantum Mechanics (W M de Muynck); State Reduction by Measurements with a Null Result (G Nienhuis); Solving Open Questions in the BoseOCoEinstein Condensation of an Ideal Gas via a Hybrid Mixture of Laser and Statistical Physics (M Kim et al.); Long Distance Correlations and Bell Inequalities: Fair Sampling vs No-Signalling Principle in EPR Experiments (G Adenier & A Yu Khrennikov); Mathematical Foundations: Where the Mathematical Structure of Quantum Mechanics Comes From (G M D'Ariano); Phase Space Description of Quantum Mechanics and Non-Commutative Geometry: Wigner-Moyal and Bohm in a Wider Context (B J Hiley); Quantum Mechanics as Simple Algorithm for Approximation of Classical Integrals (A Yu Khrennikov); Stochastic Electrodynamics: Some Quantum Experiments from the Point of View of Stochastic Electrodynamics (V apicka et al.); Models for the Electron: Rotating Hopf-Kinks: Oscillators in the Sense of de Broglie (U Enz); The Electron and the Neutrino as Solitos in Classical Electromagnetism (Th M Nieuwenhuizen); Philosophical Considerations; Round Table; and other papers. Readership: Postgraduates and researchers in quantum physics."

QBQ! The Question Behind the Question
QBQ! The Question Behind the Question

Author: John G. Miller

Publisher: Penguin

Published: 2004-09-09

Total Pages: 136

ISBN-13: 9780399152337

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The lack of personal accountability is a problem that has resulted in an epidemic of blame, victim thinking, complaining, and procrastination. No organization—or individual—can successfully compete in the marketplace, achieve goals and objectives, provide outstanding service, engage in exceptional teamwork, or develop people without personal accountability. John G. Miller believes that the troubles that plague organizations cannot be solved by pointing fingers and blaming others. Rather, the real solutions are found when each of us recognizes the power of personal accountability. In QBQ! The Question Behind the Question®, Miller explains how negative, ill-focused questions like “Why do we have to go through all this change?” and “Who dropped the ball?” represent a lack of personal accountability. Conversely, when we ask better questions—QBQs—such as “What can I do to contribute?” or “How can I help solve the problem?” our lives and our organizations are transformed. THE QBQ! PROMISE This remarkable and timely book provides a practical method for putting personal accountability into daily actions, with astonishing results: problems are solved, internal barriers come down, service improves, teams thrive, and people adapt to change more quickly. QBQ! is an invaluable resource for anyone seeking to learn, grow, and change. Using this tool, each of us can add tremendous worth to our organizations and to our lives by eliminating blame, victim-thinking, and procrastination. QBQ! was written more than a decade ago and has helped countless readers practice personal accountability at work and at home. This version features a new foreword, revisions and new material throughout, and a section of FAQs that the author has received over the years.