An edition of The ultimate question 2.0 (2011)

The ultimate question 2.0

how net promoter companies thrive in a customer-driven world

Rev. and expanded ed.
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August 6, 2021 | History
An edition of The ultimate question 2.0 (2011)

The ultimate question 2.0

how net promoter companies thrive in a customer-driven world

Rev. and expanded ed.
  • 7 Want to read

"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. With his trademark clarity, Reichheld: Defines the fundamental concept of Net Promoter, explaining its connection to your company's 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"--Provided by publisher.

Publish Date
Language
English
Pages
290

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Previews available in: English

Edition Availability
Cover of: The ultimate question 2.0
The ultimate question 2.0: how net promoter companies thrive in a customer-driven world
2011, Harvard Business Press
in English - Rev. and expanded ed.

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Book Details


Table of Contents

From score to system
The fundamentals of the Net Promoter System. Bad profits, good profits, and the ultimate question ; The measure of success ; How NPS drives profitable growth ; The enterprise story : measuring what matters ; The rules of measurement
Getting results. Winning results with NPS ; Economics and inspiration : the dual imperatives ; Close the loop with customers ; Organize for the long journey ahead ; The road ahead
Advice for the journey.

Edition Notes

Previously published under title: Ultimate question.

Includes bibliographical references and index.

Published in
Boston, Mass

Classifications

Dewey Decimal Class
658.8/72
Library of Congress
HF5415.5 .R439 2011, HF5415.5.R439 2011

The Physical Object

Pagination
xi, 290 p. ;
Number of pages
290

ID Numbers

Open Library
OL25170143M
Internet Archive
ultimatequestion00reic_0
ISBN 10
1422173356
ISBN 13
9781422173350
LCCN
2011013248
OCLC/WorldCat
701019416

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August 6, 2021 Edited by New York Times Bestsellers Bot Add NYT bestseller tag
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