Answering the Ultimate Question
How Net Promoter Can Transform Your Business
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Answering the Ultimate Question by Richard Owen
Book DescriptionFred 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 DetailsISBN: 9780470260692
(236mm x 163mm x 28mm)
Imprint: Jossey Bass Wiley
Publisher: John Wiley and Sons Ltd
Publish Date: 5-Dec-2008
Country of Publication: United Kingdom
Books By Author Richard Owen
Sudan Days, Paperback (January 2016)
Sudan Days gives a grass roots picture of British colonial rule in Africa in the second quarter of the twentieth century. In 1926, at the age of twenty-three, the author was posted to the Sudan, which was then an Anglo-Egyptian condominium, administered jointly by Britain and Egypt.
Monograph on the Fossil Reptilia of the Cretaceous Formations, Paperback (September 2015)
Published 1851-64, this monograph focuses on fossil turtles, flying reptiles (pterosaurs) and marine lizards (mosasaurs and their relatives).
Monograph on the Fossil Reptilia of the Wealden and Purbeck Formations, Paperback (April 2015)» View all books by Richard Owen
Published in 1853-79, this monograph remains a benchmark for many of the species described, particularly the crocodiles and turtles.
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Author Biography - Richard Owen
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.
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