The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

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  • Edition: Revised
  • Format: Hardcover
  • Copyright: 9/20/2011
  • Publisher: Perseus Distribution Services

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In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company#xE2;#xAC;"s future: #xE2;#xAC;SWould you recommend us to a friend?#xE2;#xAC; By asking customers this question, you identify detractors, who sully your firm#xE2;#xAC;"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. Practical and insightful, The Ultimate Question 2.0provides a blueprint for long-term growth and success.

Table of Contents

Prefacep. ix
"Introduction: From Score to Systemp. 1
The Fundamentals of the Net Promoter System
Bad Profits, Good Profits, and the Ultimate Questionp. 21
The Measure of Successp. 45
How NPS Drives Profitable Growthp. 61
The Enterprise Story-Measuring What Mattersp. 85
The Rules of Measurementp. 101
Getting Results
Winning Results with NPSp. 127
Economics and Inspiration: The Dual Imperativesp. 153
Close the Loop with Customersp. 175
Organize for the Long Journeyp. 199
The Road Aheadp. 227
Appendix: Advice for the Journeyp. 249
Notesp. 269
Acknowledgmentsp. 271
Indexp. 273
About the Authorsp. 289
Table of Contents provided by Ingram. All Rights Reserved.

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