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

~ (Author), Laura L. Brooks PhD (Author)
Key Phrases: virgin media, driving change, operating model, Net Promoter, Building Trustworthy Data, The Closed-Loop Process (more...)

Editorial Reviews

Review

"...this detailed and lengthy book...looks at ways in which companies' NPS ratings can be improved" (Research Magazine, February 2009)

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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Product Details

• Hardcover: 320 pages
• Publisher: Jossey-Bass (November 24, 2008)
• Language: English
• ISBN-10: 0470260696
• ISBN-13: 978-0470260692
• Product Dimensions: 9.1 x 6.1 x 1.2 inches
• Shipping Weight: 1.1 pounds (View shipping rates and policies)
• Average Customer Review: 5.0 out of 5 stars  See all reviews (5 customer reviews)
• Amazon.com Sales Rank: #24,340 in Books (See Bestsellers in Books)

  Popular in these categories: (What's this?)

  #22 in	Books > Business & Investing > Industries & Professions > Customer Service
  #30 in	Books > Business & Investing > Marketing & Sales > Consumer Behavior
  #64 in	Books > Business & Investing > Management & Leadership > Decision-Making & Problem Solving

Customer Reviews

Most Helpful Customer Reviews

1 of 1 people found the following review helpful:

5.0 out of 5 stars Highly Recommended, December 21, 2008

By	Robert Reiss - See all my reviews (REAL NAME)

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.

5.0 out of 5 stars Excellent for customer loyalty program!, March 9, 2009

By	Noomi Codon (SF Bay Area) - See all my reviews (REAL NAME)

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!

5.0 out of 5 stars The answer to reading your customers, January 22, 2009

By	Gordon (Cupertino, CA United States) - See all my reviews

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.