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 is a good proxy for business made by smiles created.

Net Promoter – Implement the System: The “net promoter score” is the percentage of promoters minus the percentage of detractors. There’s a problem loading this menu right now. In this new version of the book, Reichheld renames NPS the “Net Promoter system” to emphasize elements of the approach beyond the metric. Please try again later. This book was required reading for work. Oct 14, Chip Miller rated it really liked it Shelves: I refer to this book often when visiting with business leaders.

Oct 11, Jeffrey rated it liked it Recommends it for: It also takes into account the referral value of customers. With its one-for-one social enterprise model, the company relies on customer promotion for its advertising.

Add all three to Cart Add all three to List. This results in an average score somewhere between 10 and 0 that contains all of the information in the original answer scale. Amazon Rapids Fun stories for kids on the go. Languages Deutsch Edit links. We thought he did a great job, so we asked him if we could reproduce it here:. Good question but the book read like a sales brochure and could have been half the length. Dude says that if your customers aren’t promoting your service you are toast.


This is a fast and light read for anyone tasked with focusing growth on customer happiness within a company setting. Fred Reichheld Rob Markey. In other words, not treating it as a metric, or parallel program is critical to success 3. This is an excellent book to read for anyone who is trying to find a way to measure true performance in a business environment.

Vivid stories from leading-edge organizations illustrate the ideas in practice. Pages with related products. 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.

The Ultimate Question® And the Net Promoter® Score

The Ultimate Questions refers to the customer satisfaction method of asking customers ulfimate likely are you to recommend company X to a collegue? I like it so much. The negative examples he gives are either well-known failures or generic entities like “monopolies,” “cell phone service providers” and “cable companies.

Both are needed for success for driving growth through good profit. The industry leaders in NPS are also growing exponentially and making large profits. Is NPS really the ultimate predictor of success? Good idea to use a 10 point scale quesiton customer surveys.


The standard our company is using for the customer experience. Whenever a customer feels misled, mistreated, ignored or coerced, then profits from that customer are bad.

The Ultimate Question: Driving Good Profits and True Growth

A very simple and easy read. Details Answering the Ultimate Question: First-half was really good. Validate that Scores Link to Behaviours.

Remember, that obtaining the score is not the important part in this effort. The evidence given for the validity of this simple concept of determining a companies effectiveness is very convincing.

From Publishers Weekly Almost everyone appreciates the importance of customer satisfaction in business, but this book takes that idea to two extremes. Based on the journey of successful NPS companies there are 7 key requisites of success: Most of the examples in the book didn’t even use the “ultimate” recihheld.

The Ultimate Question 2.0

Retrieved from ” https: No trivia or quizzes yet. What really matters when it comes to loyalty is whether or not someone has or will recommend you to others. Feb 02, Sonny rated it really liked it Recommends ultimwte for: