{"product_id":"answering-the-ultimate-question-how-net-promoter-can-transform-your-business-by-richard-owen-and-laura-l-brooks","title":"Answering the Ultimate Question: How Net Promoter Can Transform Your Business by Richard Owen \u0026 Laura L. Brooks","description":"\u003cp\u003eGreat condition\u003c\/p\u003e\n\u003cp\u003eFred 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.\u003c\/p\u003e","brand":"The Value Junction ","offers":[{"title":"Default Title","offer_id":45815308386516,"sku":"TVJ-001300","price":3.91,"currency_code":"NZD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0721\/3059\/2980\/files\/used-print-book-the-ultimate-question-by-fred-reichheld-printed-media-965.jpg?v=1755103694","url":"https:\/\/thevaluejunction.co.nz\/products\/answering-the-ultimate-question-how-net-promoter-can-transform-your-business-by-richard-owen-and-laura-l-brooks","provider":"The Value Junction ","version":"1.0","type":"link"}