FREDERICK F. REICHHELD / ROB MARKEY
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 u003ciu003edetractorsu003c/iu003e, who sully your firm's reputation and readily switch to competitors, and u003ciu003epromotersu003c/iu003e, who generate good profits and true, sustainable growth.u003cbru003e u003cbru003e 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.u003cbru003e u003cbru003e 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:u003cbru003e u003cbru003e * Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained successu003cbru003e * Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customersu003cbru003e * Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their businessu003cbru003e u003cbru003e Practical and insightful, u003ciu003eThe Ultimate Question 2.0u003c/iu003e provides a blueprint for long-term growth and success.