The Ultimate Question 2.0 (Revised and Expanded Edition)
How Net Promoter Companies Thrive in a Customer-Driven World
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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.
- Harvard Business Review Press, September 2011
Harvard Business Review Press
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