{"product_id":"answering-the-ultimate-question-9780470462638","title":"Answering the Ultimate Question","description":"\u003cp\u003eFred Reichheld's 2006 book The Ultimate Question, that question being, \u0026amp;quote;How likely is it that you would recommend this company to a friend or colleague?\u0026amp;quote;-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":"Gardners","offers":[{"title":"Default Title","offer_id":53652124303639,"sku":null,"price":3009.15,"currency_code":"INR","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0679\/6918\/8119\/files\/1475569.webp?v=1783597463","url":"https:\/\/payment.letskitaboo.com\/te\/products\/answering-the-ultimate-question-9780470462638","provider":"Kitaboo One eStore","version":"1.0","type":"link"}