Answering the Ultimate Question : How Net Promoter Can Transform Your Business Hardback
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.
- Format: Hardback
- Pages: 320 pages, Illustrations
- Publisher: John Wiley and Sons Ltd
- Publication Date: 01/11/2008
- Category: Sales & marketing
- ISBN: 9780470260692