The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

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9781422173350: The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World
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"wonderful new book" - FORBES.com

"A variety of companies have started using this: Charles Schwab, Apple, Progressive, Virgin Media, and more. Check out the book and see how to use it for your company." - 800 CEO READ

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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.

Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.

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Reichheld, Fred; Markey, Rob
Verlag: Perseus Distribution Sep 2011 (2011)
ISBN 10: 1422173356 ISBN 13: 9781422173350
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Buchbeschreibung Perseus Distribution Sep 2011, 2011. Buch. Buchzustand: Neu. 247x167x32 mm. Neuware - 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. 224 pp. Englisch. Artikel-Nr. 9781422173350

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