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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Good for anyone that runs a business or fres for a company and wants to get ideas to increase customer satisfaction. Ships from and sold by Amazon. 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 fged as the secret to all success.

But I argue that serving customers is a task that orients a company toward ethics. February 20, 4: Withoutabox Submit to Film Festivals. Amazon Renewed Refurbished products with a warranty. This books has some great concepts for making customers happy, but it could use some serious condensing.

By thinking of the needs of the customer, a company cannot act selfishly because a selfish action results in bad profits and customer detractors. Is a 7 rating or an 8 rating positive, neutral, or negative?

The Ultimate Question 2.0

He serves on the board of directors for Rackspace and FirstService and is an investor and advisor for Promoter. Buy the selected items together This item: Most of the examples in the book didn’t even use the “ultimate” question.


If you want to 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: This is the book through which Reichheld conveys the story behind his Net Promoter Score.

July 12, rekchheld Dude says that if your questioh aren’t promoting your service you are toast. Jun 25, Grumpus rated it liked it Shelves: As much as you need to know if you just need some background on this survey metric. The Ultimate Ultimatee 2. 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.

Net Promoter – Implement the System: But many simply don’t buy into the underlying premise that building customer loyalty is achievable, even desirable, in today’s business environment. The negative examples he gives are either well-known failures or generic entities like “monopolies,” “cell phone service providers” and “cable companies.

To get this thing published, the authors had to pad it out to book length, and it’s just way, way, way long. The entire thing seems largely designed to get more consulting business for Bain.

Dec 14, Donovan Richards rated it really liked it.

A speed summary of The Ultimate Question | Net Promoter System Blog

Showing of 93 reviews. Second-half, not so much. I’d highly recommend it. His most recent book, The Ultimate Question 2. See all 93 reviews. Whilst there are many paths to growth, none are as sustainable as consistently delighting your customers and reaping the rewards of enhanced loyalty and advocacy.


The 10 and 9 ratings are grouped together and called Promoters green in the chart. Trivia About The Ultimate Ques Organise for the Long Journey The payoff of NPS — a customer-centric organisation generating good profits through a single-minded focus on customer loyalty — can be substantial.

Insights and learning from this ongoing exercise are then pooled, and shared with frontline staff and used to inform decisions. The economic pillar is about understanding the business case for investing in customer loyalty, and requires calculating the return on investment on creating more promoters and fewer detractors.

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The Ultimate Question: Driving Good Profits and True Growth

In order to find out whether questioon company holds satisfied customers, only one question needs to be asked. More about this book http: Retrieved from ” https: And Detractors are unhappy customers trapped in a bad relationship. Pull The Organisation Together 3. Then of course, there is the whole concept that by merely asking one question – Tge Ultimate Question – will give you a useful insight into the health of your company.

Please try again later. Nov 30, Elizabeth Orta rated it liked it. Return to Book Page.