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The Ultimate Question 2.0 (Revised and Expanded Edition)

How Net Promoter Companies Thrive in a Customer-Driven World
By Fred Reichheld
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3.87 goodreads logo

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Check link for latest rating. ( 1,338 ratings, 92 reviews)
Book Hero Magic crafted this summary to help describe this book. While it's new and still learning, it may not be perfect - your feedback is welcome! Summary
The Ultimate Question 2.0 by Fred Reichheld delves into the concept of customer loyalty and the Net Promoter System (NPS), exploring how businesses can measure and improve customer satisfaction. It provides insights and strategies to transform feedback into actionable improvements, ultimately driving growth and success through stronger customer relationships. This revised edition includes updates that reflect new research and experiences from professionals employing NPS across various sectors.
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Format: Hardback
$7900

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Book Hero Magic created this recommendation. While it's new and still learning, it may not be perfect - your feedback is welcome! IS THIS YOUR NEXT READ?

You might enjoy this book if you're interested in unlocking the secrets to customer loyalty and improving business growth. It provides insights into how successful companies use the Net Promoter System to enhance customer relationships and drive profitability. It's a valuable read for entrepreneurs and business leaders seeking strategies to enhance customer experience and foster company success.

Book Hero thinking about your next read

Reveals the question most critical to your company's future: 'Would you recommend us to a friend?'. This title provides a blueprint for long-term growth and success.

Book Hero Magic formatted this description to make it easier to read. While it's new and still learning, it may not be perfect - your feedback is welcome! Description

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 generate a vital metric: your Net Promoter Score.

In the five years since the book was published, Net Promoter has transformed companies large and small, across industries and sectors. Far more than a metric, it constitutes 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.

Book Hero Magic summarised reviews for this book. While it's new and still learning, it may not be perfect - your feedback is welcome! HOW HAS THIS BEEN REVIEWED?

The Ultimate Question 2.0 receives praise for its expanded insights on the Net Promoter Score (NPS) and its impact on customer loyalty and business growth. CRM magazine highlights the book's evolution since its original release, underscoring its significance in the business sector. Forbes.com describes it as a "wonderful" read, while 800 CEO READ notes its practical application, citing its adoption by major companies like Apple and Virgin Media.

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Book Details

INFORMATION

ISBN: 9781422173350

Publisher: Harvard Business Review Press

Format: Hardback

Date Published: 20 September 2011

Country: United States

Imprint: Harvard Business Review Press

Illustration: Illustrations

Contributors:

  • With Rob Markey

Audience: General / adult

DIMENSIONS

Width: 155.0mm

Height: 234.0mm

Weight: 524g

Pages: 304

Collections

Business & Entrepreneurship Business Leadership & Management Fred Reichheld Non-Fiction

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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