



The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
-
- £18.99
-
- £18.99
Publisher Description
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 successPresents the closed-loop feedback process and demonstrates its power to energize employees and delight customersShares 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.
Listeners Also Bought


Conscious Capitalism: Liberating the Heroic Spirit of Business


Get a Grip: An Entrepreneurial Fable - Your Journey to Get Real, Get Simple, And Get Results (Unabridged)


Powerful: Building a Culture of Freedom and Responsibility (Unabridged)


Predictable Revenue: Turn Your Business Into a Sales Machine with the $100 Million Best Practices of Salesforce.com (Unabridged)


The Power of Positive Leadership: How and Why Positive Leaders Transform Teams and Organizations and Change the World


Rocket Fuel: The One Essential Combination That Will Get You More of What You Want from Your Business (Unabridged)