{"product_id":"9780470260692","title":"Answering the Ultimate Question How Net Promoter Can Transform Your Business","description":"\u003ch1\u003eAnswering the Ultimate Question\u003c\/h1\u003e\u003ch2\u003eHow Net Promoter Can Transform Your Business\u003c\/h2\u003e\u003ch3\u003eRichard Owen | Laura L. Brooks\u003c\/h3\u003e\u003cdiv\u003e\u003cb\u003eBusiness \u0026amp; Economics \/ Decision-Making \u0026amp; Problem Solving\u003c\/b\u003e\u003c\/div\u003e\u003cbr\u003e\u003cdiv\u003eFred Reichheld's 2006 book \u003ci\u003eThe Ultimate Question,\u003c\/i\u003e 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\/div\u003e\u003cdiv\u003e \u003cp\u003e\u003cb\u003e The Authors\u003c\/b\u003e\u003c\/p\u003e \u003cp\u003e\u003cb\u003eRICHARD OWEN\u003c\/b\u003e 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.  \u003c\/p\u003e\n\u003cp\u003e\u003cb\u003eLAURA BROOKS, PhD,\u003c\/b\u003e 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. \u003c\/p\u003e\n\u003c\/div\u003e\u003cbr\u003e\u003ctable\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublication Date: \u003c\/td\u003e\n\u003ctd\u003e24 November 2008\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePublisher: \u003c\/td\u003e\n\u003ctd\u003eWiley\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eImprint: \u003c\/td\u003e\n\u003ctd\u003eJossey-Bass\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eISBN-13: \u003c\/td\u003e\n\u003ctd\u003e9780470260692\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eFormat: \u003c\/td\u003e\n\u003ctd\u003eHardback\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003ePage Count: \u003c\/td\u003e\n\u003ctd\u003e320\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003ctr\u003e\n\u003ctd\u003eWeight (oz): \u003c\/td\u003e\n\u003ctd\u003e18.08\u003c\/td\u003e\n\u003c\/tr\u003e\n\u003c\/table\u003e","brand":"Wiley","offers":[{"title":"Default Title","offer_id":44377737625740,"sku":"9780470260692","price":26.96,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0710\/9545\/1788\/files\/9780470260692_9353de71-7669-4037-a660-0faa09dcf068.jpg?v=1780281863","url":"https:\/\/fh90cf-fv.myshopify.com\/products\/9780470260692","provider":"Late Knight Books and Services, LLC","version":"1.0","type":"link"}