Showing results by author "Laura L. Brooks"


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    • Answering the Ultimate Question: How Net Promoter Can Transform Your Business

    • By: Richard Owen, Laura L. Brooks
    • Narrated by: Melissa Edris
    • Length: 8 hrs and 57 mins
    • Unabridged
    • Overall
      4 out of 5 stars 11
    • Performance
      3.5 out of 5 stars 11
    • Story
      4 out of 5 stars 10

    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.

    Regular price: $19.95