Customer Reviews

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

5 star:		(7)
4 star:		(0)
3 star:		(1)
2 star:		(0)
1 star:		(1)

 

 

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.

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!

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.

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.

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.

If you want to understand the motivation and methods for introducing a Globally accepted Customer Satisfaction Survey (Net Promoter Score) then this book is a must read! I have been an advocate of the NPS for some time - this book helped me to introduce the concept as well as the idea of creating a Customer Centric DNA in our organization. We have adopted these concepts in our Service Desks around the world with excellent results.

The NPS concept has also provided a global benchmark against which we can measure our results. Fantastic.

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.

I found this book completely self-referencing and self-promoting. There is one thing you can count on in the world of marketing and that is nothing stays consistent. You can't judge your business on the basis of one measure. It's like judging your car with the oil gage. When it goes off you know you are in trouble, but it doesn't tell you how to prevent or solve the problem. If you do you will be caught like every other dinosaur. Throughout the book the authors present that their one self-developed, self-promoted, and trademarked number is exclusive in it's ability. The lack of counter comparison or argument with other well known loyalty metrics substantiates this. If you are getting ready to spend more money with Satmetrix then I guess this is the book for you. If not read the 10 minute explanation of how to score the metric, include it in your loyalty program, and you will be good to go. Also, if you are an experienced marketer, 7 out of the 9 chapters cover standard change management and focus group collection processes. These process are the same no matter of the metrics you use.

Greenpeace would probably vote to cut this book into half of its length to preserve more forests.

I certainly acknowledge effort to put together new ideas on NPS score and it's usage in organization. As an CRM manager operating NPS for some time I found this book little of inspiration where to go in future. May be next time (edition) ...