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Answering the Ultimate Question: How Net Promoter Can Transform Your Business | 
 enlarge | Authors: Richard Owen, Laura L., Phd Brooks
Publisher: Jossey-Bass
Category: Book
List Price: $29.95
Buy New: $14.97
You Save: $14.98 (50%)
New (24) Used (8) from $14.97
Rating:  3 reviews
Sales Rank: 24263
Media: Hardcover
Pages: 320
Number Of Items: 1
Shipping Weight (lbs): 1.1
Dimensions (in): 9.1 x 6.1 x 1.2
ISBN: 0470260696
Dewey Decimal Number: 658.812
EAN: 9780470260692
ASIN: 0470260696
Publication Date: November 24, 2008
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: Brand New. 100% money back guarantee. All books shipped from Strand Bookstore, New York City, USA.
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Product Description
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.
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| Customer Reviews:
Perfect Introduction to Net Promoter January 2, 2009
Robert J. Sasaki (Hillsborough, CA)
Finally. I've heard about Net Promoter but I didn't know where to learn more than the basic concept. Owen's book is an easy read. Net Promoter for Dummies.
A great resource December 31, 2008
George Whitehill (San Jose, CA USA)
I found this book to be a great resource in implementing our customer loyalty program. The book is well organized and thought out. It saves me time and money knowing what to do and what to avoid. I recommend it very highly.
Highly Recommended December 21, 2008
Robert Reiss
1 out of 1 found this review helpful
Answering the Ultimate Question is an exceptional handbook outlining how to codify the process of enhancing the customer experience -- which is critical especially in today's economy. The case studies are compelling. The Net Promoter Score concept is simple and pithy. Frequently these types of books are academic and enjoyable, but fall short on practical application...Answering the Ultimate Question is different; it provides a practical roadmap. Suggest for business managers seeking to enhance customer experience.
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