Answering the Ultimate Question
By:Richard Owen,Laura L. Brooks, PhD
Published on 2008-11-24 by John Wiley & Sons
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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Book ID of Answering the Ultimate Question's Books is 6grGN3urJbgC, Book which was written byRichard Owen,Laura L. Brooks, PhDhave ETAG "OQgpL0JTSaU"
Book which was published by John Wiley & Sons since 2008-11-24 have ISBNs, ISBN 13 Code is 9780470260692 and ISBN 10 Code is 0470260696
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