Bain-Buch

The Ultimate Question 2.0

The Ultimate Question 2.0

Wie Unternehmen mithilfe des Net Promoter Score® (NPS) kundenorientierter und erfolgreicher werden

Von Fred Reichheld und Rob Markey

The Ultimate Question 2.0

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Über die Autoren

Über die Autoren

Fred Reichheld

Fred Reichheld

Fred Reichheld is a Bain & Company fellow and the creator of the Net Promoter System of management. His work in the area of customer and employee retention has quantified the link between loyalty and profits. Fred's books, The Loyalty Effect, Loyalty Rules! and The Ultimate Question have each become best sellers.

Mehr zu Fred Reichheld

Rob Markey

Rob Markey

Rob Markey is a partner in Bain’s New York office and a leader in the firm’s Customer Strategy & Marketing practice. He is an expert in customer and employee loyalty, new product development and customer service strategies. Rob has published numerous articles on customer experience and loyalty in publications such as the Harvard Business Review.

Mehr zu Rob Markey

Was andere dazu sagen

Was andere dazu sagen

The Ultimate Question 2.0 is full of practical and powerful insights that can help you build a great business that is grounded in customer loyalty. This should become a business classic.

John Donahoe, former CEO, eBay

 

Net Promoter has helped us create an intense focus on doing what's right for our clients and for our people. We use it as a beacon for navigating through turbulent times.

Bill McNabb, former Chairman, The Vanguard Group

 

Business leaders who ask The Ultimate Question know that few things drive growth more than a customer who recommends their products to friends and family.

Ken Chenault, former Chairman and CEO, American Express

Weitere Bücher

Weitere Bücher

Loyalty Rules!

Loyalty Rules!

Wie Loyalitätsführer langfristige Beziehungen aufbauen.

Mehr zum Buch "Loyalty Rules!"

The Loyalty Effect

Der Loyalitätseffekt

Wie schon kleine Fortschritte bei der Kundenbindung den Gewinn eines Unternehmens verdoppeln können.

Mehr zum Buch "Der Loyalitätseffekt"