Miami, Florida, March 9, 2009—BusinessSummaries.com releases its new business book "Answering the Ultimate Question: How Net Promoter Can Transform Your Business", by Richard Owen and Laura L. Brooks, Ph.D., Jossey-Bass Books, 2009. Subscribers may now access PDF, PDA, Powerpoint, Audio, Video and Mindmap formats of “Answering the Ultimate Question”, and enjoy the book summary anytime, anywhere.
Miami, Florida, March 9, 2009—BusinessSummaries.com, one of the leading e-commerce sites for business book summaries, today releases the abridged version of one of the business bestsellers "Answering the Ultimate Question: How Net Promoter Can Transform Your Business", by Richard Owen and Laura L. Brooks, Ph.D., Jossey-Bass Books, 2009. This executive book summary is now accessible to subscribers in PDF, PDA, Powerpoint, audio, video and Mindmap formats.
In this book, authors Richard Owen and Laura Brooks discuss how — based on a variety of real case studies — Net Promoter discipline can be embedded in organizations of all types and industries. The Net Promoter Score is a fast, accurate, quantitative measure whose purpose is to gauge customers' real loyalty to a company, establish a baseline and effectively track changes going forward. This discipline was co-developed by Owen, Brooks and fellow author Fred Reichheld, and was first introduced and elaborated on in Reichheld’s 2006 book The Ultimate Question.
Answering the Ultimate Question takes the topic a few steps further by re-introducing the topic and building on the link between Net Promoter Scores and business growth and profitability. When combined with an operational discipline, Net Promoter represents a potential win-win for businesses and their customers. The Net Promoter Score offers a near-real-time metric that is closely coupled and correlated with precipitating actions. Instead of looking in the rear view mirror of customer satisfaction surveys, Net Promoter will help effect real, positive change every day in and for those organizations in which it is applied correctly.
Drawing on illustrative case-study findings from the more companies for which the authors have helped to put Customer Experience Management and Net Promoter disciplines in place, this book is designed to help apply Net Promoter correctly, and foster growth and profitability in any organization.
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