The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World - Fred Reichheld

nIn 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. nYou 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. n nIn 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: n n- Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success n- Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers n- Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business n nPractical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.n