Fred Reichheld, Rob Markey – The Ultimate Question 2.0 (Revised and Expanded Edition)

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your companys future: “Would you recommend us to a friend? By asking customers this question, you identify detractors, who sully your firms 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 companys 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.

Author: Fred Reichheld, Rob Markey
Narrator: Walter Dixon
Duration: 8 hrs
Released: 11 Jul 2011
Publisher: Gildan Media, LLC
Language: English

User Review:

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it’s not often that a business book can be called inspiring, but I can’t find a better word to describe my response to this book. The creator of the Net Promoter System explains in great detail the value and development of this customer centric system with evangelistic forever and contagious enthusiasm.