Research Catalog

Title

The ultimate question 2.0 : how net promoter companies thrive in a customer-driven world / Fred Reichheld with Rob Markey.

Author

Reichheld, Frederick F.

Publication

Boston, Mass. : Harvard Business Press, ©2011.

Items in the Library & Off-site

Details

Additional Authors

• Markey, Rob.
• Reichheld, Frederick F.

Description

xi, 290 pages : illustrations; 24 cm

Summary

"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"--Provided by publisher.

Subject

• Customer relations
• Consumer satisfaction
• Customer loyalty
• Employee motivation
• Employee loyalty
• Leadership
• Success in business
• Consumer services
• Employee morale
• Success

Note

• Previously published under title: Ultimate question.

Bibliography (note)

• Includes bibliographical references and index.

Contents

From score to system -- The fundamentals of the Net Promoter System. Bad profits, good profits, and the ultimate question ; The measure of success ; How NPS drives profitable growth ; The enterprise story : measuring what matters ; The rules of measurement -- Getting results. Winning results with NPS ; Economics and inspiration : the dual imperatives ; Close the loop with customers ; Organize for the long journey ahead ; The road ahead -- Advice for the journey.

ISBN

• 9781422173350
• 1422173356

LCCN

2011013248

OCLC

• ocn701019416
• 701019416
• SCSB-1636015

Owning Institutions

Princeton University Library