Showing results by narrator "Melissa Edris" in All Categories

The powerful true story of a heroic couple whose love for their country was matched only by their love for each other. Mike and Kate Blaise fell in love during high school in small-town Macon, Missouri. Sharing a deep sense of patriotism, they both entered the U.S. Army—she as a commissioned...

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.