The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
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 WorldUser Review - Scott - Goodreads
A single paper about a simple score stretch paper thin across close to 300 pages. Read full review
Part Two Getting Results
Appendix Advice for the Journey
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adopted NPS Allianz American Express Andy Taylor Apple Apple’s Ascension Health asked average bad profits Bain Bain & Company bank behaviors Berkett branch building clients closed-loop closing the loop company’s competitors core cost create culture customer experience customer feedback customer loyalty customer relationships customer’s detractors developed e-mail eBay economic eNPS ensure Enterprise Enterprise Rent-A-Car Enterprise’s ESQi example firm’s firms focus focused FranklinCovey Fred Reichheld frontline goal growth improve initiative Intuit investment investors leaders leadership learned Logitech managers measure metric moters Net Promoter scores NPS Loyalty Forum operations organization passives percent Philips priorities progress Progressive Insurance Promoter scores Promoter system question Rackspace referrals rental reps response rates retail sample Schwab share Southwest Airlines strategy success survey tion tomers tool track TurboTax Virgin Media