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

by Richard Owen, Laura L. Brooks

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.

Genres: Business

320 pages, Hardcover

First published January 1, 2008

About the author

Librarian's note: There is more than one Goodreads author under this name.

Reviews

[Mark Chen]

This is not a super insightful book. The summary is:
NPS is important. To make improvements in your NPS, segment your customers, dive deep into the answers and find out what they care about, deliver those improvements, and show your company that those improvements lead to higher NPS and faster growth.

[Daria Shilo]

How Net Promoter Can Transform Your Business?
Discover the power of Net Promoter Score (NPS) in our book review of "Answering the Ultimate Question" by Richard Owen and Laura L. Brooks.

Learn how real case studies demonstrate the effective implementation of Net Promoter discipline across diverse organizations. This practical book provides a wealth of examples, diagrams, and tactical advice for applying NPS to your company.

Unlock the potential of Customer Experience Management and Net Promoter disciplines. Check out the full review and video here: https://senteo.net/general-business/a...

[Stephen]

Feb 2010. Better than the original. A how-to for NPS. Still dull as sawdust unless you're in to this sort of thing.

[Jess Kang]

A holistic approach to manage an organization as a whole..