![]() Answering the Ultimate Question: How Net Promoter Can Transform Your Business
ISBN: 978-0-470-26069-2
Hardcover
304 pages
October 2008, Jossey-Bass
US $29.95
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This book tells how — based on a multitude of real cases — to actually install and embed Net Promoter discipline in organizations of all stripes. As such, it is a natural follow-on to The Ultimate Question, and will appeal to those with strategic and tactical business responsibilities. Brooks has a treasure trove of examples and case-study findings from the more than 80 companies she has helped put CEM and Net Promoter disciplines in place. Several of these will be explored in the book, and the book's proscriptions are all informed by results extracted from those cases.

