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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a CustomerDriven World,New
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In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your companys future: Would you recommend us to a friend? By asking customers this question, you identify detractors, who sully your firms 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 gamechanging 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 fullfledged 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 companys growth and sustained success Presents the closedloop 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 businessPractical and insightful, The Ultimate Question 2.0 provides a blueprint for longterm growth and success.
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- Q: What is the main premise of The Ultimate Question 2.0? A: The Ultimate Question 2.0 focuses on the importance of the Net Promoter Score, which gauges customer loyalty by asking, 'Would you recommend us to a friend?' This question helps businesses identify detractors and promoters, ultimately driving growth and success.
- Q: Who is the author of this book? A: The book is authored by Fred Reichheld, a business loyalty expert, along with Bain colleague Rob Markey.
- Q: When was The Ultimate Question 2.0 published? A: The Ultimate Question 2.0 was published on September 20, 2011.
- Q: What edition is The Ultimate Question 2.0? A: This book is a revised and expanded edition, offering updated insights and practices regarding the Net Promoter System.
- Q: How many pages does The Ultimate Question 2.0 contain? A: The Ultimate Question 2.0 has a total of 304 pages.
- Q: What category does this book fall under? A: The Ultimate Question 2.0 is categorized under Leadership & Motivation.
- Q: Is The Ultimate Question 2.0 a hardcover edition? A: Yes, The Ultimate Question 2.0 is available in a hardcover binding.
- Q: What are the key benefits of reading The Ultimate Question 2.0? A: Readers will learn how to implement the Net Promoter System to improve customer loyalty, energize employees, and achieve sustainable growth.
- Q: Are there real-world examples included in the book? A: Yes, the book shares compelling stories of companies that have successfully transformed their performance by utilizing the Net Promoter approach.
- Q: Who would benefit from reading this book? A: Business leaders, managers, and anyone interested in customer loyalty and organizational growth would benefit from reading The Ultimate Question 2.0.