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.