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...

What does it mean to have a timeless love? When Laura Brooks, a passionate college professor, meets Jackson Riley, an eager college student half her age, she finds herself questioning everything she believed about the passage of time. Since there is such a large age difference between them, Laura and Jackson must exist in the world at two different phases of life. But when they are alone, the age gap disappears and they share the same space in time. You may wonder about the importance of time within your own relationships. Why can fleeting moments be more powerful than years spent together?...