Answering the Ultimate Question

Praise for Answering the Ultimate Question A gritty, practical, how-to guide for anyone looking to implement high-impact customer loyalty programs. Loaded with tips and tricks-the things you need to know to use Net Promoter as a discipline for building a more profitable business. -Ralph A. Oliva, executive director, Institute for the Study of Business Markets; Professor of Marketing, Smeal College of Business, Penn State University Most customer loyalty management efforts fail because of poor implementation and a lack of attention to detail. This book provides organizations implementing a Net Promoter program with a comprehensive and detailed road map to avoid the pitfalls and traps in execution. -Das Narayandas, James J. Hill Professor of Business Administration, Harvard Business School Every top executive needs to understand not only why Net Promoter matters, but how to fully implement it to transform business. Answering the Ultimate Question is the book that will tell you both. Learning how to integrate Net Promoter into your operations can deliver a real bottom-line difference to your company. -William J. Amelio, CEO, Lenovo Answering the Ultimate Question clearly illustrates that Net Promoter is not simply about surveying clients, but rather represents a unique and powerful way to run a truly client-centric business. Richard's and Laura's book is a virtual 'how-to manual' for leaders seeking to transform their business. -Troy Stevenson, vice president, Client Feedback & Loyalty, Charles Schwab