Answering the Ultimate Question by Richard Owen, Laura L. Brooks

https://thebookvoice.com/podcasts/2/audible/98374 to listen full audiobooks. Title: Answering the Ultimate Question Author: Richard Owen, Laura L. Brooks Narrator: Melissa Edris Format: mp3 Length: 8 hrs and 57 mins Release date: 07-09-20 Ratings: Not rated yet Genres: Consumer Behavior & Market Research Publisher's Summary: 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. Richard Owen and Laura Brooks are co-developers, along with Reichheld, of the methodology behind answering the question.