Answering the Ultimate Question: How Net Promoter Can Transform Your Business

DIAMOND
RATING
Senteo Rating 4.0
04/27/23
views 8847
comments0
Author:Richard Owen, Laura L. Brooks
04/27/23
views 8848
comments0
Author:Richard Owen, Laura L. Brooks
DIAMOND
RATING
Senteo Rating 4.0

Answering the Ultimate Question: How Net Promoter Can Transform Your Business
Richard Owen, Laura L. Brooks, Jossey-Bass Publishing, 2009
Senteo’s Review information

This book provides a good follow-up to The Ultimate Question” for better understanding how to apply the NPS (Net Promoter Score) discipline in practice.

The authors – Richard Owen and Laura L. Brooks – are co-developers the NPS. Here, they give a variety of real case studies for readers to link this metric with business growth and profitability in any organization. They begin with an overview of the NPS and the Net Promoter Operating Model and its 6 Elements: create customer-centric DNA; develop an enterprise roadmap; build trustworthy data; identify root cause of promoters; drive action and accountability; and innovation and transformation. The following chapters provide real examples of how each of these elements were applied or how to avoid misapplication.

This book provides many examples and offers an extensive collection of diagrams and templates/worksheets – such as segmenting for optimal results, calculating return on promoters, estimating the impact of word of mouth, program governance models/responsibilities, designing an enterprise roadmap, building trustworthy data, and setting realistic targets and improvement strategies.

As would be expected, the authors promote the NPS as the end-all and sole measure of performance and customer loyalty. Unfortunately, there is no consideration of other metrics in this book – which could be quite valuable to compare for different tasks, markets and business models.

Fred Reichheld’s 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.

This book provides a practical tools and guides for applying the NPS to your company. It is full of examples, diagrams and advice for tactical application. The cases are particularly instructive, given the authors’ experience with over 80 companies for which they have helped to put Customer Experience Management and Net Promoter disciplines into practice.

To delve deeper into NPS and other metrics of customer loyalty, see Senteo reviews for The Ultimate Question 2.0 and Measuring Customer Satisfaction and Loyalty”.

Senteo Subject Category
Senteo

“Answering the Ultimate Question” provides extensive examples for implementing NPS in practice as well as elements of utilizing for ongoing performance measurement and tactical application of this strategy.

The best book reviews in your inbox!
Subscribe now and receive a special gift with your subscription.


    Leave a Reply

    Answering the Ultimate Question: How Net Promoter Can Transform Your Business
    Richard Owen, Laura L. Brooks, Jossey-Bass Publishing, 2009
    Have you already read this book?
    Here, are people invited to rate the book?

    How useful was this post?

    Click on a star to rate it!

    Average rating / 5. Vote count:

    No votes so far! Be the first to rate this book.

    In your experience, how important do you believe it is to measure and understand customer satisfaction?

    See content on this topic

    Does a good customer experience guarantee a strong customer relationship? This article explains how positive and fulfilling experiences can be utilized to develop mutually beneficial relationships.
    Michael Ruckman is the founder and President of Senteo. He is also a senior advisor at Efma. He discusses the...
    Voice On Demand Retail Podcast: Part 1 – Customer Experience & Journeys
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Voice On Demand Retail Podcast: Part 3 – Leadership in the Retail Market
    Michael Ruckman talks about Customer Experiences & Customer Journeys, The three faces of Digital for Retailers and the state of leadership in the retail market today.
    Michael Ruckman Talks about Customer-Centric Business Models
    What is the difference between retention and loyalty, and between customer-centric and relationship-centric business models? How exactly can one monetize customer experience? Michael Ruckman answers these questions and more…
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Build a Tower, Build a Team
    Tom Wujec from Autodesk presents some surprisingly deep research into the “marshmallow problem” — a simple team-building exercise that involves dry spaghetti, one yard of tape and a marshmallow.
    What is Relationship-Centricity?
    This short video explains what relationship-centricity is and how it is different from customer-centricity. Follow the link to see how companies can extract value from their relationships with
    How to Build a Business That Lasts 100 Years
    Join strategist Martin Reeves as he explains how executives can apply six principles from living organisms to build resilient businesses that flourish in the face of change.
    Senteo Rating
    Brainfluence
    Senteo Rating
    Work Rules!: Insights from Inside Google That Will Transform How You Live and Lead
    Related Book Reviews & Education
    Andrew Reise Consulting combined the knowledge of their team to collectively compose a novel that highlights the risks of failure in the customer experience realm.
    Author Eric Sheninger explores the strategic mindset and behaviors required to create meaningful, transparent and engaging educational experiences. He discusses the importance of leveraging technology within education to engage students.
    Brenner underscores the influential role of empathy in business, proposing that kindness not only fosters increased profits but also contributes to a more fulfilling professional life.
    In the book Why Loyalty Matters, authors Timothy Keiningham and Lerzan Aksoy use the Ipsos Loyalty study to analyze the business, psychological and social aspects of loyalty.