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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter
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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World Hardback - 2011

by Fred Reichheld; Rob Markey (With)

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From the publisher

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.

Details

  • Title The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
  • Author Fred Reichheld; Rob Markey (With)
  • Binding Hardback
  • Edition Rev Exp
  • Pages 304
  • Volumes 1
  • Language ENG
  • Publisher Harvard Business Review Press, Boston, MA, U.S.A.
  • Publication date 2011-09-20
  • Features Bibliography, Dust Cover, Index, Table of Contents
  • ISBN 9781422173350 / 1422173356
  • Weight 1.15 lbs (0.52 kg)
  • Dimensions 9.3 x 6.4 x 1.2 in (23.62 x 16.26 x 3.05 cm)
  • Category Business / Economics / Finance
  • Library of Congress subjects Success in business, Employee motivation
  • Library of Congress Catalogue Number 2011013248
  • Dewey Decimal Code 658.872

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Citations

  • Reference and Research Bk News, 12/01/2011, Page 81

About the author

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.
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