The Ultimate Question 2.0, Fred Reichheld
The Ultimate Question 2.0, Fred Reichheld
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The Ultimate Question 2.0
How Net Promoter Companies Thrive in a Customer-Driven World

Author: Fred Reichheld, Rob Markey

Narrator: Walter Dixon

Unabridged: 8 hr

Format: Digital Audiobook Download

Publisher: Ascent Audio

Published: 10/31/2011


Synopsis

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.

About Fred Reichheld

Frederick F. Reichheld is a New York Times best-selling author, speaker and business strategist best known for his research and writing on the loyalty business model and loyalty marketing.


Reviews

Goodreads review by Inggita

since the company i worked for adopted this simple method of measuring customer's satisfaction, i need to know it better especially when our first reaction (in this part of the world, Indonesia) is "are we sure we want to do this? here, 9 and 10 are reserved for the good prophet Mohammad and God, so......more

Goodreads review by Vipul

A good book to understand framework for application of NPS in organisation and how to implement and monitor the outcome for the same. I like the chapter where framework was provided to measure profitability with NPS on different axis and ultimately decisions of retention and conversion of different......more

Goodreads review by Donovan

Good Ethics Is Good Business? Spend any time with a business executive and you might hear the cliché, “Good ethics is good business.” Setting aside the clear disassociation between this statement and the way American businesses operate, the philosopher in me reacts negatively to such statements. Ofte......more

300 pages to tell people to ask 1 question. An article would have sufficed.......more

Goodreads review by Jeff

First-half was really good. Second-half, not so much. This book offers a great question, the ultimate question in fact, for organizations to ask their customers: How likely is it that you would recommend this company to a friend or colleague? Some other take-aways: * There are bad profits and good p......more