{"product_id":"answering-the-ultimate-question","title":"Answering the Ultimate Question","description":"Fred 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.","brand":"John Wiley \u0026 Sons Inc","offers":[{"title":"Default Title","offer_id":54221566312792,"sku":"9780470260692","price":28.5,"currency_code":"EUR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0278\/1295\/4195\/files\/9780470260692_f3278967-b593-4fd7-ab38-1d9d5f69f47c.jpg?v=1780378261","url":"https:\/\/agendabookshop.com\/products\/answering-the-ultimate-question","provider":"Agenda Bookshop","version":"1.0","type":"link"}