Ultimate Question 2.0 (Revised and Expanded Edition)

Ultimate Question 2.0 (Revised and Expanded Edition)

<div>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 <I>detractors</I>, who sully your firm’s reputation and readily switch to competitors, and <I>promoters</I>, who generate good profits and true, sustainable growth.<BR><BR>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.<BR><BR>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:<BR><BR>• Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success<BR>• Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers<BR>• Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business<br><BR>Practical and insightful, <I>The Ultimate Question 2.0</I> provides a blueprint for long-term growth and success.</div>