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.
Answering the Ultimate Question
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"...this detailed and lengthy book...looks at ways in which companies' NPS ratings can be improved" (Research Magazine, February 2009) ‘The book covers the core process of capturing accurate data, using the results to investigate internal and customer-facing processes.' (Quality World, September 2010).
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Answering the Ultimate Question
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.
Answering the Ultimate Question builds on the link between Net Promoter Scores and business growth and profitability. Combined with an operational discipline to increase Promoters and reduce Detractors, Net Promoter represents a potential win-win for businesses and their customers. The Net Promoter Score offers a near-real-time metric closely coupled and correlated with precipitating actions. Instead of waiting months for long, drawn-out surveying, analysis, and interpretations, Net Promoter will affect real, positive change for those organizations that apply it correctly. Drawing on illustrative case-study findings from the more than eighty companies for which the authors have helped to put Customer Experience Management and Net Promoter disciplines in place, this book is designed to help apply Net Promoter correctly, and foster growth and profitability in any organization.
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4 of 4 people found the following review helpful:
5.0 out of 5 stars
Highly Recommended,
This review is from: Answering the Ultimate Question: How Net Promoter Can Transform Your Business (Hardcover)
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 people found the following review helpful:
5.0 out of 5 stars
Excellent for customer loyalty program!,
By NAC (SF Bay Area) - See all my reviews
This review is from: Answering the Ultimate Question: How Net Promoter Can Transform Your Business (Hardcover)
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 people found the following review helpful:
5.0 out of 5 stars
The answer to reading your customers,
By Gordon (Cupertino, CA United States) - See all my reviews
This review is from: Answering the Ultimate Question: How Net Promoter Can Transform Your Business (Hardcover)
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.
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Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
Inside This Book
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Key Phrases - Statistically Improbable Phrases (SIPs):
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virgin media, driving change, operating model, root cause interviews, customer corridor, adaptive conversation, comment categorization, referral economics, transactional surveys, transactional measures, loyalty drivers, trustworthy data, loyalty segment, driver analysis, loyalty scores, customer centricity, customer journey, bad profits, referral behavior, customer economics, survey length Key Phrases - Capitalized Phrases (CAPs): (learn more)
Net Promoter, Building Trustworthy Data, The Closed-Loop Process, Enterprise Roadmap, Innovation Drives Transformation, Maximize Loyalty, Inner Circle, Ascension Health, Six Sigma, Real Estate, Latin America, Closing the Loop, Klein Wassink, Fred Reichheld, Fanatical Support, Brady Asia, Computer Hardware, Simon Lyons, Enrique Salem, Andrew Clayton, Simply Accounting, Laurie Schultz, United States, Apple Promoters, Allan Klotsche Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
virgin media, driving change, operating model, root cause interviews, customer corridor, adaptive conversation, comment categorization, referral economics, transactional surveys, transactional measures, loyalty drivers, trustworthy data, loyalty segment, driver analysis, loyalty scores, customer centricity, customer journey, bad profits, referral behavior, customer economics, survey length Key Phrases - Capitalized Phrases (CAPs): (learn more)
Net Promoter, Building Trustworthy Data, The Closed-Loop Process, Enterprise Roadmap, Innovation Drives Transformation, Maximize Loyalty, Inner Circle, Ascension Health, Six Sigma, Real Estate, Latin America, Closing the Loop, Klein Wassink, Fred Reichheld, Fanatical Support, Brady Asia, Computer Hardware, Simon Lyons, Enrique Salem, Andrew Clayton, Simply Accounting, Laurie Schultz, United States, Apple Promoters, Allan Klotsche Browse Sample Pages:
Front Cover | Front Flap | Table of Contents | First Pages | Index | Back Flap | Back Cover | Surprise Me!
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