The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-driven World

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Harvard Business Press, 2011 - Business & Economics - 290 pages
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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Review: The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

User Review  - Scott - Goodreads

A single paper about a simple score stretch paper thin across close to 300 pages. Read full review

Contents

Introduction From Score to System
1
Part One The Fundamentals of the Net Promoter System
19
Part Two Getting Results
125
Appendix Advice for the Journey
249
Notes
269
Acknowledgments
271
Index
273
About the Authors
289
Copyright

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About the author (2011)

Fred Reichheld is a Fellow at Bain & Company. He is the bestselling author of The Loyalty Effect, published by Harvard Business Review Press, as well as numerous articles published in Harvard Business Review. Rob Markey is a partner and director in Bain & Company's New York office and head of the firm's global Customer Strategy and Marketing practice.

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