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    The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World (CD-Audio) By (author) Frederick F Reichheld, By (author) Fred Reichheld, Read by Erik Synnestvedt, Read by Walter Dixon, With Rob Markey

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    DescriptionIn 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.

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  • Full bibliographic data for The Ultimate Question 2.0 (Revised and Expanded Edition)

    The Ultimate Question 2.0 (Revised and Expanded Edition)
    How Net Promoter Companies Thrive in a Customer-Driven World
    Authors and contributors
    By (author) Frederick F Reichheld, By (author) Fred Reichheld, Read by Erik Synnestvedt, Read by Walter Dixon, With Rob Markey
    Physical properties
    Format: CD-Audio
    Number of pages: 7
    Width: 132 mm
    Height: 145 mm
    Thickness: 20 mm
    Weight: 181 g
    ISBN 13: 9781596597624
    ISBN 10: 1596597623

    BIC E4L: BUS
    B&T Book Type: NF
    Nielsen BookScan Product Class 3: S4.3
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    B&T Modifier: Region of Publication: 01
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    B&T Modifier: Academic Level: 05
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    BIC subject category V2: KJSU
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    B&T General Subject: 180
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    B&T Approval Code: A48600000
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    Ingram Subject Code: JB
    Libri: I-JB
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    DC22: 658.872
    B&T Approval Code: A93663643
    BISAC V2.8: BUS090000
    LC subject heading:
    DC21: 658.872
    LC subject heading:
    BISAC V2.8: BUS018000
    DC22: 658.8/72
    Warengruppen-Systematik des deutschen Buchhandels: 87860
    LC classification: HF5415.5 .R439 2011B
    Edition statement
    Gildan Media Corporation
    Imprint name
    Gildan Media Corporation
    Publication date
    10 January 2012
    Author Information
    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.