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

by Richard Owen (Author), Laura L. Brooks PhD (Author)

4.0 out of 5 stars See all reviews (1 customer review)

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The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld
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Loyalty Effect, The: The Hidden Force Behind Growth, Profits, and Lasting Value by Frederick F Reichheld
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Product details

Hardcover: 320 pages
Publisher: Jossey Bass (5 Dec 2008)
Language English
ISBN-10: 0470260696
ISBN-13: 978-0470260692
Product Dimensions: 23.1 x 15.5 x 3 cm

Average Customer Review: 4.0 out of 5 stars See all reviews (1 customer review)

Amazon.co.uk Sales Rank: 225,857 in Books (See Bestsellers in Books)

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Product Description

Review

"...this detailed and lengthy book...looks at ways in which companies′ NPS ratings can be improved" (Research Magazine, February 2009)

Product Description

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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	79% buy the item featured on this page: Answering the Ultimate Question: How Net Promoter Can Transform Your Business 4.0 out of 5 stars (1) �12.97
	17% buy The Ultimate Question: Driving Good Profits and True Growth 4.2 out of 5 stars (4) �13.86
	4% buy Loyalty Effect, The: The Hidden Force Behind Growth, Profits, and Lasting Value 4.8 out of 5 stars (16) �8.71

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4.0 out of 5 stars You need to read it, if you want to implement NPS, 11 May 2009

By	Berardi Roberto (Turin - Italy) - See all my reviews (REAL NAME)

Thie book must be read after "the Ultimate Question - Driving Good Profits and True Growth" of Fred Reichheld, as it is a kind of implementation guideline for its contents.
The key concept of these books is that you can really understand how healthy is the relationship with your Customers by asking them the Ultimate Question: "How likely is it that you would recommend this company to a friend or colleague?"
The book is a little verbose and some concepts are repeated too many times, but it is a "must read" for the examples and advices it offers when you actually want to apply the "Net Promoter Score" in your Company, which can be a small family initiative or a big multinational.
We can describe this book as "the Ultimate Question put in practice".

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