The Ultimate Question 2.0: How Net Promoter companies thrive in a customer-driven world
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September 20, 2011
Harvard Business Review Press
By Fred Reichheld with Rob Markey
"Would you recommend us to a friend?"
This simple measure of customer loyalty remains the ultimate question years after it was unveiled. Thousands of leading companies have built it into their everyday operations. Today, Net Promoter® has evolved into a management system that focuses frontline employees and executive leaders on the desires of their customers and boosts profitability, growth and customer delight. In this thoroughly updated edition of his landmark book, Fred Reichheld, with Bain colleague Rob Markey, explains how practitioners use their Net Promoter Systems℠ to produce extraordinary financial and competitive results.
