The Ultimate Question 2.0: How Net Promoter companies thive in a customer - driven world

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.

The Ultimate Question 2.0: How Net Promoter companies thive in a customer - driven world

Fred Reicheld

Havard Business Review Press

2011

Abstract

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.

Citation

Fred Reicheld. The Ultimate Question 2.0: How Net Promoter companies thive in a customer - driven world. Havard Business Review Press, 2011

Collection

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The Ultimate Question 2.0: How Net Promoter companies thive in a customer - driven world

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Hướng dẫn khai thác và sử dụng Thư viện Đại học Công nghiệp Hà Nội năm 2024

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PGS.TS Nguyễn Thị Hồng Nga, Giám đốc - Trung tâm Đào tạo Sau đại học trao tặng 02 đầu sách ngoại văn cho Trung tâm Thông tin - Thư viện

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