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Answering the Ultimate Question - Book Summary
Net Promoter – a multi-faceted program focused on increasing company growth through focused enhancement of customer loyalty – has been implemented in organizations worldwide. Many leading companies have demonstrated the positive effects of Net Promoter on innovation and profitability. Other companies, despite their declared commitment toward the program, have struggled with the program and achieved less than desirable outcomes. What explains these discrepant results between Net Promoter companies? In Answering the Ultimate Question, Richard Owen and Dr. Laura L. Brooks seek to answer this question. In the years since the original research supporting Net Promoter, the authors have studied hundreds of companies to determine critical practices influencing program success. The product of these efforts is a book designed to assist readers who want to create a successful Net Promoter program within their organization.