The Ultimate Question 20 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 detractors who sully your firm’s reputation and readily switch to competitors and promoters who generate good profits and true sustainable growthYou 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 powerIn 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 businessPractical and insightful The Ultimate Question 20 provides a blueprint for long term growth and success


10 thoughts on “The Ultimate Question 20 Revised and Expanded Edition

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    A familiar concept consulting company does some research publishes an article then a book This one is about the one number you should monitor whether you and your organisation are behaving customer centric the likeliness to recommend your product or services to a friend or colleague It is called The Net Promotor Score and now it is even system see The book has the worst introduction I have ever read It states that because the method is free thought NPS is trademarked could you really claim ownership of something like this market research traditionalist and academics have written papers claiming that NPS does't work But the authors do not disclose their own data at least not in this book or reasoning why this is the metric which is better than other metrics They do bring anecdotal 'evidence' with stories claiming where NPS has had a positive effect on organisations but not ruling out other causes Although the question itself is in interesting one a few questions related to the NPS method could be Which companies have failed although they were using this method? What if customers just would never recommend a product at all out of principle? What if certain products or services by nature or their social impact are hard to recommend to others? Although the book warns you that implementing the NPS as a system is not easy at all I can recommend just adding the question to your short survey Just monitor what happens over the years and see how it compares to other statistics Or even better call or talk to a customer every week if not every day One star for writing a book or 1 point on the 1 to 10 scale I guess this make me a distractor Tip for the authorship leave the word science out of the next print of this bookYou can compare this to the search for one single method to determine 'a good life'