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Best Sellers | | Home Answering the Ultimate Question: How Net Promoter Can Transform Your Business | |
|  | |  | | | Answering the Ultimate Question: How Net Promoter Can Transform Your Business | | | | | SKU:
0470260696 | | In Stock | | Availability:
Usually ships in 1 business days | | | | | | 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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| | Product Details | | Author: | Richard Owen | | Hardcover: | 320 pages | | Publisher: | Jossey-Bass | | Publication Date: | November 24, 2008 | | Language: | English | | ISBN: | 0470260696 | | Product Length: | 9.0 inches | | Product Width: | 6.1 inches | | Product Height: | 1.2 inches | | Product Weight: | 1.15 pounds | | Package Length: | 9.1 inches | | Package Width: | 6.1 inches | | Package Height: | 1.2 inches | | Package Weight: | 1.1 pounds | | Average Customer Rating: |  based on 9 reviews |
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| | Customer Reviews | Average Customer Review: ( 9 customer reviews )
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Most Helpful Customer Reviews
5 of 5 found the following review helpful:
 Highly Recommended Dec 21, 2008
By Robert Reiss
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.
3 of 3 found the following review helpful:
Excellent for customer loyalty program! Mar 09, 2009
By NAC
This book is a great follow-up to "The Ultimate Question" by Fred Reichheld and is a MUST-READ for any company implementing a customer loyalty program. It answered ALL my questions on Net Promoter and gave me simple easy ideas to carry forward and improve my customer loyalty program. The book is written in a simple and easy style (not text book style) so it was an easy and fast read & had lots of real-life case studies. I have already started using some of the ideas in the book with great results! I highly recommend this book!
2 of 2 found the following review helpful:
The answer to reading your customers Jan 23, 2009
By Gordon
The title was so compelling I had to take a look at it. What I found was much more compelling. Using the net, this book proves you can finally measure customer loyalty , then take powerful actions to improve it and, as a result, increase company profits. I expect this pioneering and meaty book to be required reading in the top business schools.
1 of 1 found the following review helpful:
A great resource Dec 31, 2008
By George Whitehill
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.
Answering the UQ as a practical guide to NPS Mar 18, 2011
By Ian Reijnders
The promise on the front of this book that this book will help you harness the power of the net promoter is true. This book is a very good book when read the Ultimate Question. The book can be read the best in order of appearance wile the most chapters take care about one subject inside the operating model
This book provides a lot of usuable methods, models and tools to draw specific conclusions from your NPS Data.
The book also provides some extra questions that will allow you to segmentate and calculate real Dollars to the Net Promoter Score.
See all 9 customer reviews on Amazon.com
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