In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.
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"5 stars for the content, because the book really convinced me that a company that fully embraces NPS will shoot ahead of its competition. It is repetitious in places though. It is refreshing to see that doing right by your customers is the best way to do business." — Ken (5 out of 5 stars)
"5 stars for the content, because the book really convinced me that a company that fully embraces NPS will shoot ahead of its competition. It is repetitious in places though. It is refreshing to see that doing right by your customers is the best way to do business."
" This is a great book for learning about the NPS. It is clear and concise with plenty of comments and cases. "
" A good quick read and reference to begin the journey to open sourced NPS development. If "
" I read this book as a couple of clients were rolling out NPS. Would recommend it to a friend or colleague? No, unless your implementing NPS. "
" Extremely well done, compelling book. Good use of examples to support the concept, no sugar coating of the challenges on implementing NPS into a corporation. Worth anyone's time to read. "
" The Ultimate question helps to align a company across all functions. "
Walter Dixon is a broadcast media veteran of more than twenty years’ experience with a background in theater and performing arts and voice work for commercials. After a career in public radio, he is now a full-time narrator with more than fifty audiobooks recorded in genres ranging from religion and politics to children’s stories.
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