Order your copy at http://www.theultimatequestion.com/. It’s the most to-the-point, no-bullshit, factual business book I’ve read. Although perhaps somewhat dreary, the book allows you to understand how to quantitatively conduct customer satisfaction surveys where you can measure amount of positive and negative word of mouth (!) about your business, allowing you to take appropriate action.
My current employer keeps it as company bible, and having read half of the book I understand why.
