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The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business School Press) (Hardback)
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Short Description for The Ultimate Question 2.0Reveals the question most critical to your company's future: 'Would you recommend us to a friend?'. This title provides a blueprint for long-term growth and success.
Full description- Publisher: Harvard Business School Press
- Published: 20 September 2011
- Format: Hardback 224 pages
- See: Full bibliographic data
- Categories: Management & Management Techniques | Management: Leadership & Motivation | Budgeting & Financial Management | Customer Services
- ISBN 13: 9781422173350 ISBN 10: 1422173356
- Sales rank: 26,140
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Full description for The Ultimate Question 2.0
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.
