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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

Hardback

Main Details

Title The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
Authors and Contributors      By (author) Fred Reichheld
With Rob Markey
Physical Properties
Format:Hardback
Pages:304
Dimensions(mm): Height 234,Width 155
Category/GenreManagement and management techniques
ISBN/Barcode 9781422173350
ClassificationsDewey:658.872
Audience
General

Publishing Details

Publisher Harvard Business Review Press
Imprint Harvard Business Review Press
Publication Date 20 September 2011
Publication Country United States

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 generate a vital metric: your Net Promoter Score. In the five years since the book was published, Net Promoter has transformed companies large and small, across industries and sectors. Far more than a metric, it constitutes 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.

Author Biography

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.

Reviews

"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