Ultimate Question 2.0 (Revised and Expanded Edition)

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 <i>detractors</i> who sully your firm's reputation and readily switch to competitors and <i>promoters</i> who generate good profits and true sustainable growth. <p/>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. <p/>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: <p/>- Defines the fundamental concept of Net Promoter explaining its connection to your company's growth and sustained success<br>- Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers<br>- Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business <p/>Practical and insightful <i>The Ultimate Question 2.0</i> provides a blueprint for long-term growth and success.