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The Ultimate Question 20 How Net Promoter Companies Thrive in a CustomerDriven World RevisedExpand

AuthorFred Reichheld
Rating
Price1797

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your companyâ€™s future: â€œWould you recommend us to a friend?â€ By asking customers this question, you identify detractors, who sully your firmâ€™s 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: â€¢ Defines the fundamental concept of Net Promoter, explaining its connection to your companyâ€™s growth and sustained success â€¢ Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers â€¢ 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.

Publisher Harvard Business Review Press
Publication Date 20/09/2011
Number of Pages 304
Binding Hard Back
ISBN 9781422173350
Category Non Fiction , Business and Management

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