 |  | The Loyalty Effect laid out economics of
loyalty, while Loyalty Rules! uncovered the importance of
employee loyalty to win customer loyalty. Now, loyalty expert Fred
Reichheld's most recent book, The Ultimate Question, offers
the missing link of the metrics that hold employees accountable to
generate loyal customers. |
The key: elevating customer metrics to the same level of rigor
and importance as financial metrics like revenue growth or return
on equity. The best way to accomplish that? Using one simple
question- How likely is it that you would recommend this
company to a friend or colleague?
This single question allows companies to track promoters and
detractors, producing a clear measure of an organization's
performance through its customers' eyes-its Net Promoter®
Score. Bain & Company analysis shows that sustained value
creators-companies that achieve long-term profitable growth-have
Net Promoter Scores two times higher than the average company. And
NPSSM
leaders outgrow their competitors in most industries-by an average
of 2.5 times.
For more information, please visit
www.theultimatequestion.com.
