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    The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business School Press) (Hardback) By (author) Rob Markey, By (author) Frederick F. Reichheld

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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. 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

    The Ultimate Question 2.0
    How Net Promoter Companies Thrive in a Customer-Driven World
    Authors and contributors
    By (author) Rob Markey, By (author) Frederick F. Reichheld
    Physical properties
    Format: Hardback
    Number of pages: 224
    Width: 163 mm
    Height: 234 mm
    Thickness: 28 mm
    Weight: 544 g
    ISBN 13: 9781422173350
    ISBN 10: 1422173356

    BIC E4L: BUS
    B&T Merchandise Category: GEN
    B&T Book Type: NF
    Nielsen BookScan Product Class 3: S4.2
    LC subject heading:
    B&T Modifier: Region of Publication: 01
    B&T Modifier: Subject Development: 20
    LC subject heading:
    B&T Modifier: Academic Level: 05
    LC subject heading: ,
    B&T Modifier: Subject Development: 10
    BIC subject category V2: KJMV1
    B&T General Subject: 180
    Warengruppen-Systematik des deutschen Buchhandels: 17850
    Ingram Subject Code: BE
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    B&T Approval Code: A48760000, A48404230
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    B&T Approval Code: A48400000
    LC subject heading: ,
    DC22: 658.872
    LC subject heading: ,
    BISAC V2.8: BUS071000, BUS041000, BUS018000
    DC22: 658.8/72
    LC classification: HF5415.5 .R439 2011
    Thema V1.0: KJMV1
    Edition statement
    Revised and expanded ed
    Illustrations note
    Harvard Business Review Press
    Imprint name
    Harvard Business Review Press
    Publication date
    20 September 2011
    Publication City/Country
    Boston, MA
    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.
    Review quote
    "This year, Reichheld, who is a fellow at Bain & Company as well as the founder of its loyalty practice, and Rob Markey, head of the company's global strategy and marketing practice, published "The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World", an updated and expanded version of "The Ultimate Question". The original lit the spark for the Net Promoter fire in 2006." -- "CRM" magazine"wonderful new book" - FORBES.com"A variety of companies have started using this: Charles Schwab, Apple, Progressive, Virgin Media, and more. Check out the book and see how to use it for your company." - 800 CEO READ