Answering the Ultimate Question: How Net Promoter Can Transform Your Business

By Richard Owen, Laura Brooks
Fred Reichheld's 2006 book "The Ultimate Question, " that question being, "How likely is it that you would recommend this company to a friend or colleague?"-challenged the conventional wisdom of customer satisfaction programs. It coined the terms 'bad profits' and 'good profits' and pointed to a faster, much more accurate way of gauging customers' real loyalty to a company, introducing a quantitative measure (the Net Promoter Score) for establishing a baseline and effectively tracking changes going forward. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question. In this book, Owen and Brooks tell how based on a variety of real case studies' to actually embed Net Promoter discipline in organizations of all types.

Brooks writes about architecture, culture, and history for a variety of publications. She lives in New England.


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About the Hardcover

Publisher Jossey-Bass
Publish date 11/01/2008
Pages 304
ISBN-13 9780470260692
ISBN-10 0470260696
Language English