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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It makes some okay points on how to think about your customers, but this is like a lot of other business books in how it extols this one thing as the secret to all success. Closing the loop at the front line involves monitoring customer experience with NPS and then following up with as many detractors as possible, ideally within 24 hours of the experience. To ask other readers questions about Eeichheld Ultimate Questionplease sign up.

The main point was delivered in the first chapter, so the rest of the book seemed to drag on. So perhaps, advertised good ethics does equal business.

A sound strategy is to tailor the customer-experience questions to your product or service and to your business goals. Buy the selected items together This item: His most recent book, The Ultimate Question 2. Good for understanding the importance of customer metrics and establishing sound scorecard systems for tracking an aspect of organizational success over time. By using this site, you agree to the Terms of Use and Privacy Policy. Back-end work must be done to ensure that customers are happy customers and plans must be in place to deliver the ultimate customer experience to your clients.

I really buy into the concept of the Ultimate Question and eeichheld it can apply to most any business. On a scale ofhow likely are you to recommend [company] to your family and friends? Amazon Drive Cloud storage from Amazon. It also takes into account the referral value of customers.


Use multiple questions that measure customer experience relevant to your ultomate. One person found this helpful. 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: To reorient business decisions, the author argues that managers ought to measure customer satisfaction instead of financial performance.

The Ultimate Question: Driving Good Profits and True Growth

Thus, a company will know the satisfaction of its customers by subtracting the detractors from the promoters. This is a fast and light read for anyone tasked with focusing growth on customer happiness within a company setting.

The Net Promoter Score formula is imprecise because of lost information. This information that a 10 is better than a 9 is lost in the formula. If you manage a business, you owe it to yourself, your employees, and your customers to read The Ultimate Question. Most of the examples in the book didn’t even use the “ultimate” question. The single biggest flaw Details The Ultimate Question 2. I do find it difficult to believe, however, that more businesses did not already know the importance of the one big question: Make your own judgment.

It’s a pretty neat book reichhele read too, to help you evaluate the service company’s offer their customers. This means that questionnaires should be simple, concise, and relevant. Sold by OceanTrade and ships from Amazon Fulfillment. Fed growing addiction to bad profits. Oct 11, Jeffrey rated it liked it Recommends it for: Reichheld holds a B. With this single powerful metric, you can watch your company go toward or away from customers.

If you are a seller for this product, would you like to suggest updates through seller support? The 10 and 9 ratings are grouped together and called Promoters green in the chart.

In this new version of the book, Reichheld renames NPS the “Net Promoter system” to emphasize elements of the approach beyond the metric. Transform your employees into passionate advocates Next post: Fred Reichheld does a phenomenal job of setting the foundation, and then taking you along a journey to understanding customer loyalty. Read reviews that mention ultimate question net promoter promoter score bad profits good profits fred reichheld friend or colleague likely would you recommend true growth friends and colleagues score nps must read ultimage studies long term highly recommend nps score driving good profits and true common sense recommend this company.


Audio CD Verified Purchase. Books by Fred Reichheld. This page was last edited on 9 Septemberat I do lik There is much to like about this book and the development of the NPS Net Promoter Score method for determining who the promoters of a business are and who are the thee.

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

The NPS counts a 6 answer the same as a 0 answer, a 5 answer the same as a 0 answer, a 4 answer the same as a 0 answer, and so on.

Close the Loop with Customers Key to success in driving cultural change and customer-centricity through a focus on customer loyalty using the NPS a core part of daily workflow and core decision processes within the company. If someone answers with a 10 or a 9 rating, it would seem defensible to classify them as Promoters i. This is the book through which Reichheld conveys the story behind his Net Promoter Score.

Reichheld, however, believes that these profit-oriented measurements ultiimate business leaders to become addicted to bad profits. East Dane Designer Men’s Fashion. Download the PDF File. Part 2 Getting Results Chapter 6: Get fast, free shipping with Amazon Prime. Amazon Restaurants Food delivery from local restaurants.