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

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

Hardback Harvard Business School Press

By (author) Rob Markey, By (author) Frederick F. Reichheld

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  • Publisher: Harvard Business Review Press
  • Format: Hardback | 224 pages
  • Dimensions: 163mm x 234mm x 28mm | 544g
  • Publication date: 20 September 2011
  • Publication City/Country: Boston, MA
  • ISBN 10: 1422173356
  • ISBN 13: 9781422173350
  • Edition: Revised
  • Edition statement: Revised and expanded ed
  • Sales rank: 37,428

Product 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. Practical and insightful, "The Ultimate Question 2.0" provides a blueprint for long-term growth and success.

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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