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

by Laura L. Brooks, Richard Owen,  , et al.

Book Overview

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...

• Format: Hardcover
• Language: English
• ISBN: 0470260696
• ISBN13: 9780470260692
• Release Date: November 2008
• Publisher: Jossey-Bass
• Length: 320 Pages
• Weight: 1.20 lbs.
• Dimensions: 1.2" x 6.1" x 9.0"

Customer Reviews

Excellent for customer loyalty program!

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 answer to reading your customers

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.

Perfect Introduction to Net Promoter

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.

A great resource

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.

Highly Recommended

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.