{"product_id":"9780470462638","title":"Answering the Ultimate Question: How Net Promoter Can Transform Your Business","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":"Wiley","offers":[{"title":"Default Title","offer_id":47119503458544,"sku":"9780470462638","price":29.95,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9780470462638_p0.jpg?v=1763706369","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9780470462638","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}