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

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. Practical and insightful, "The Ultimate Question 2.0" provides a blueprint for long-term growth and success.

General

Imprint:	Harvard Business Review Press
Country of origin:	United States
Release date:	September 2011
First published:	September 2011
Authors:	Fred Reichheld
As told to:	Rob Markey
Dimensions:	241 x 162 x 25mm (L x W x T)
Format:	Hardcover
Pages:	290
Edition:	Revised and expanded ed
ISBN-13:	978-1-4221-7335-0
Categories:	Books > Business & Economics > Business & management > Management & management techniques > General Promotions
LSN:	1-4221-7335-6
Barcode:	9781422173350

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