In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your companyas future: aWould you recommend us to a friend?a By asking customers this question, you identify detractors, who sully your firmas 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. With his trademark clarity, Reichheld: ac Defines the fundamental concept of Net Promoter, explaining its connection to your companyas growth and sustained success ac Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers ac Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.... than words, and the clear message I received was that the company couldna#39;t possibly care less about me or my feedback. ... when a survey from my mobile- phone provider, Verizon Wireless, popped onto my cell phonea#39;s message screen. ... She explained that she had received my feedback, and she wondered if I could take a few minutes to discuss how she might ... unintelligible bills; and additional fees for text messages when our plan supposedly included unlimited text messages.
|Title||:||The Ultimate Question 2.0|
|Author||:||Frederick F. Reichheld, Rob Markey|
|Publisher||:||Harvard Business Press - 2011|