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Publisher's Summary

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 Corp
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Critic Reviews

"[A] wonderful new book." (
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Customer Reviews

Most Helpful

By Dustan on 10-10-16

Single question survey, genius

Talk about keeping it simple.

My key takeaway from this book is the power of implementing a single question survey. We have already operated by many of the NPS principles for years, assuming them to be common sense.

But the post transaction survey has never happened. Now it will.

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1 of 1 people found this review helpful

By Jared on 10-02-16

if your unfamiliar with nps this is your book

the only nack I have on the book is that it could be Summed up in a quarter of the length. over half the book is Customer loyalty stories.

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Customer Reviews

Most Helpful

By James on 03-10-12

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 of 1 people found this review helpful

By Gary on 07-15-15

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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