The Ultimate Question 2.0. How Net Promoter Companies Thrive In A Customer-Driven World

Cover Type: Hardcover
Book Condition: As New
Jacket Condition: As New
Publisher: Harvard Business Review Press
Publisher Place: Usa
Publisher Year: 2011
Edition: First Edition

Description: 290 pages. Book and Jacket appear to have hardly been read and are both in As new condition throughout.

Publishers Description: In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your companys future: Would you recommend us to a friend By asking customers this question, you identify detractors, who sully your firms 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 2.0 provides a blueprint for long-term growth and success. Industry Reviews "This year, Reichheld, who is a fellow at Bain & Company as well as the founder of its loyalty practice, and Rob Markey, head of the companys global strategy and marketing practice, published The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, an updated and expanded version of The Ultimate Question. The original lit the spark for the Net Promoter fire in 2006." CRM magazine"wonderful new book" FORBES.com"A variety of companies have started using this: Charles Schwab, Apple, Progressive, Virgin Media, and more. Check out the book and see how to use it for your company." 800 CEO READ

ISBN: 9781422173350