The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

by Fred Reichheld, Rob Markey (With)

Hardcover(Revised)

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Product Details

ISBN-13: 9781422173350
Publisher: Harvard Business Review Press
Publication date: 09/20/2011
Edition description: Revised
Pages: 304
Sales rank: 123,596
Product dimensions: 6.30(w) x 9.30(h) x 1.10(d)

About the Author

Frederick F. Reichheld, Director Emeritus and Fellow at Bain & Co., is the bestselling author of The Loyalty Effect (1996) and Loyalty Rules (2001), both published by HBS Press.

Table of Contents

Preface ix

"Introduction: From Score to System 1

Part 1 The Fundamentals of the Net Promoter System

1 Bad Profits, Good Profits, and the Ultimate Question 21

2 The Measure of Success 45

3 How NPS Drives Profitable Growth 61

4 The Enterprise Story-Measuring What Matters 85

5 The Rules of Measurement 101

Part 2 Getting Results

6 Winning Results with NPS 127

7 Economics and Inspiration: The Dual Imperatives 153

8 Close the Loop with Customers 175

9 Organize for the Long Journey 199

10 The Road Ahead 227

Appendix: Advice for the Journey 249

Notes 269

Acknowledgments 271

Index 273

About the Authors 289

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The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World 4.8 out of 5 based on 0 ratings. 4 reviews.
Anonymous More than 1 year ago
This was my first time actually enjoying a non fiction book. There was a lot of good information and even more to learn from. It was a little slow to read in some sections but still insightful and helpful.
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