Answering the Ultimate Question:
How Net Promoter Can Transform
Your Business by Laura L. Brooks
PhD
Excellent For Customer Loyalty Program!
Fred Reichhelds 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.

Personal Review: Answering the Ultimate Question: How Net
Promoter Can Transform Your Business by Laura L. Brooks PhD
This book is a great follow-up to "The Ultimate Question" by Fred
Reichheld and is a MUST-READ for any company implementing a
customer loyalty program. It answered ALL my questions on Net Promoter
and gave me simple easy ideas to carry forward and improve my customer
loyalty program. The book is written in a simple and easy style (not text
book style) so it was an easy and fast read & had lots of real-life case
studies. I have already started using some of the ideas in the book with
great results! I highly recommend this book!
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Answering the Ultimate Question: How Net Promoter Can Transform Your Business by
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