The Ultimate Question 2.0 (Revised and Expanded Edition)
How Net Promoter Companies Thrive in a Customer-Driven World
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The Ultimate Question 2.0 (Revised and Expanded Edition)
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Narrated by:
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Walter Dixon
About this listen
In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: "Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’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:
- Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success
- Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers
- 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.
©2011 Fred Reichheld and Bain & Company, Inc. (P)2011 Gildan Media CorpListeners also enjoyed...
Critic reviews
What listeners say about The Ultimate Question 2.0 (Revised and Expanded Edition)
Average customer ratingsReviews - Please select the tabs below to change the source of reviews.
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Overall4 out of 5 stars
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Performance4 out of 5 stars
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Story4 out of 5 stars
- Gary
- 15-07-15
Great read, very insightful
This book helps to solidify ones understanding in a way that is easy to understand and listen to, the references to real world companies and their experiences of implementing NPS is valuable. Great book.
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Overall5 out of 5 stars
- James
- 10-03-12
Ensure you keep your good customers!
In a recession where the focus is on budgets you need to be able to prove that you are giving value rather than being a cost. NPS is the best way I have seen of ensuring you understand what the Customer thinks of you. I have never seen something so simple be so effective and when incorporated in products like CustomerGauge(tm) all the hard work is taken out of making the data into information.
If you believe that the Customer is King you need to read this to ensure that they feel that they are important.
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1 person found this helpful
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Overall2 out of 5 stars
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Performance3 out of 5 stars
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Story2 out of 5 stars
- dave
- 08-03-21
one long advert
The rating is not a reflection of the system of NPS but the value and relevance of this book now that NPS is so widely used.
if you are completely new to NPS then i could imagine this book is ok, but some quick internet research can get you up to speed quickly.
i am not new to NPS, but rather looked to this book for a higher understanding that you would hope to get from the creator of the process. You don't get that, just a continuous bombardment of how great it is as very light on any limitations or operational implementation. I reached the end of my limit when he started preaching NPS should be taught at schools and the universal roll out would lead to a better society.
One final point, more and more books are saying for extra information ‘please visit my website’ (many times in this book) and of course when you go online you can't anything that they say is readily available.
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