Answering the Ultimate Question
Answering the Ultimate Question
Regular price
Checking stock...
Regular price
Checking stock...
The feel-good place to buy books
- Free UK delivery over £5
- 10% off preloved books when you join +Plus
- Buying preloved emits 46% less CO2 than new
- Give your books a new home - sell them back to us!
Answering the Ultimate Question by Richard Owen
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.
"..this detailed and lengthy book...looks at ways in which companies' NPS ratings can be improved" (Research Magazine, February 2009) ‘The book covers the core process of capturing accurate data, using the results to investigate internal and customer-facing processes.' (Quality World, September 2010).
The Authors
RICHARD OWEN is CEO of Satmetrix. Satmetrix was instrumental in developing the concept of Net Promoter and is dedicated to helping organizations apply and benefit from this revolutionary approach using innovative technology and services.
LAURA BROOKS, PhD, is vice president of research and consulting at Satmetrix. She is the acknowledged expert in applying the Net Promoter discipline at an operational level. Brooks has conducted and published over thirty studies on Net Promoter, customer loyalty, and word of mouth marketing.
| SKU | Unavailable |
| ISBN 13 | 9780470260692 |
| ISBN 10 | 0470260696 |
| Title | Answering the Ultimate Question |
| Author | Richard Owen |
| Condition | Unavailable |
| Binding Type | Hardback |
| Publisher | John Wiley & Sons Inc |
| Year published | 2008-12-05 |
| Number of pages | 320 |
| Cover note | Book picture is for illustrative purposes only, actual binding, cover or edition may vary. |
| Note | Unavailable |