These were the assertions in the book The Ultimate Question by Fred Reichheld, a Bain & Company consultant. The same assertions were repeated and. Fred Reichheld. · Rating details · ratings · 54 reviews. Based on extensive research, ‘The Ultimate Question’ shows how companies can rigorously. Frederick F. Reichheld (born , Cleveland) is a New York Times best-selling author, (), and The Ultimate Question: Driving Good Profits and True Growth (). He has authored articles for business publications, including eight for.

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I like it so much. Harvard Business Review Press. This book is not yet featured on Listopia. Reichheld outlines a compelling case for using the Net Promoter Score NPS to understand and measure what really matters when it comes to your customers.

Bain & Company: The Net Promoter System – About The Ultimate Question

Rdichheld Thousands of Digital Comics. However there are some key challenges too; dealing with legacy systems not built with customer-centricity and the prioritisation of customer loyalty in mind, overcoming internal and external resistance from those with vested interests, and ensuring score reliability.

Be the first to ask a question about The Ultimate Question. Nov 05, Srikanth rated it it was ok Recommends it for: The Net Promoter Score is feichheld from the answers to the to-0 scale. Explore the Home Gift Guide.

I’ve used this for year when I rechheld no money, no time and no experts to help me. Reichheod Ultimate Question 2. Even though it is also a reixhheld for the author’s firm’s services, there is a wealth of information here useful to anyone who would like to grow their audience customers or otherwise. By the way, did you know that Reichheld worked at Bain Capital? Want to Read Currently Reading Read. Share your thoughts with other customers. Good idea to use a 10 point scale for customer surveys.


If someone answers with a 10 or a 9 rating, it would seem defensible to classify them as Promoters i. Find the secrets to getting meaningful feedback from customers and other stakeholders whose opinions and feedback you need to hear. If you want feed include a recommendation question, you might consider something similar to the following this is a restaurant example, so remember that the exact wording must be tailored to your product, company, and situation: Hardwiring NPS monitoring feedback into key decision processes and integrating it into operational priorities throughout the organisation to create closed-loop learning and improvement.

Adopting NPS as solution for driving long-term customer-centric cultural change, rather than a short term program or initiative, and realising the change must touch every part of the organisation Chapter 7: With this single powerful metric, you can watch your company go toward or away from customers.

First, it claims that customer satisfaction is more important than tred business criterion except profits. One person found this helpful.

The Ultimate Question 2.0

Fred Reichheld Rob Markey. It requires having the CFO embrace NPS, and understand why investment in loyalty makes good business sense — and why good profits are more valuable than bad profits. For example, TOMS shoes illustrates the significance of promoters.


If you feel that all profits are created equal, don’t bother with the book, just go try to wrangle as much from customers as you can.


But I argue that serving customers is a task that orients a company toward ethics. Showing of 93 reviews. This is the book through which Reichheld conveys the story behind his Net Promoter Score. Reichheld bornCleveland is a New York Times best-selling author, speaker and business strategist best known for his research and writing on the loyalty business model and loyalty marketing.

English Choose a language for shopping. Like the addicts they are, enterprises dependent on bad profits have no future until they can break their habit.

Fred Reichheld

If you can get focused on the answers to those questions, you’ll discover a LOT about your business and how to make it better. In effect, the NPS converts a very sensitive to-0 answer scale into a crude 2-point scale Promoters and Detractors that loses much of the information contained in the original answers. So, if you want to understand the hype you have just got to read quesrion book and make your own judgment.

He has authored articles for business publications, including eight for the Harvard Business Review. Bad profits are about extracting value from customers, not creating value. Highly readable book supported by case studies, though slightly repetitive. About the Author Feed W. May 06, Dennis Engelbart rated it really liked it. Amazon Inspire Digital Educational Resources. Fred Reichheld reichhedl a phenomenal job of setting the foundation, and then taking you along a journey to understanding customer loyalty.