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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Dec 25, Frsd Barker rated it liked it. Shopbop Designer Fashion Brands. A business need not be overtly ethical in order to serve customers; it only needs to practice the golden rule of treating others as it would wish to be treated in order to obtain a high NPS.

Jan 23, Troy Kuhn rated it liked it. Good Ethics Is Good Business?

Posted on February 10, by Rob Markey. Those that answer in the range are considered promoters; those in the range are passive; and those in the range are detractors.

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

Make your own judgment. 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 detractors. Good Ethics Equaling Good Business Considering the angle I presented at the beginning of the review, where are the ethics in this book? One person found this helpful. Amazon Restaurants Food delivery from local restaurants.


The Ultimate Question 2.0

The approach proves itself empirically, as companies across industries show correlation between bet Gred is the book through which Reichheld conveys the story behind his Net Promoter Score. Our organization has embraced the NPS net promoter score metric. Good for understanding the importance of customer metrics and establishing sound scorecard systems for tracking an aspect of organizational success over time.

He serves on the board of directors for Rackspace and FirstService and is an investor and advisor for Promoter. December 1, 1: The NPS counts a 6 answer the same as a 0 tne, a 5 answer the same as a 0 answer, a 4 answer the same as a 0 answer, and so on.

The Ultimate Question – by Fred Reichheld

It’s a book you can quickly skim through and still walk away with the gist, which is this–if you want your business to make more money, you need to ask your customers on a regular basis if they are willing to refer you to their friends, family, associates, etc. Closing the loop for iltimate executives involves setting up a forum for senior teams to talk with customers, and setting NPS targets as a strategic object for business units.

For example, TOMS shoes illustrates the significance of promoters. Amazon Drive Cloud storage from Amazon. Goodreads helps you keep track of books you want to read.

But many simply don’t buy into the underlying premise that building customer loyalty is achievable, even desirable, tthe today’s business environment.

Even though it is also a promotion for the author’s firm’s services, there is a wealth of information here useful to anyone who would like to grow their audience customers or otherwise. Never Give Up Chapter First-half was really good. No trivia or quizzes yet.


Experience shows that effective NPS score monitoring follows certain principles: If you manage a business, you owe it to yourself, your employees, and your customers to read The Ultimate Question. White Papers Customer Experience Mythologies: Trivia About The Ultimate Ques Jan 27, Wade Jackson added it. There was a problem filtering reviews right now.

If someone answers with a 10 or a 9 rating, it would seem defensible to classify them as Promoters i. His most recent book, The Ultimate Question 2.

Validate that Scores Link to Behaviours. AmazonGlobal Ship Orders Internationally. If not, you have a problem that needs to be fixed. Show details Buy the selected items together This item: Not keen on the idea that a single question is the right thing to do; all I could think of during my first read through was the utmate answer: It is the bible for correlating a simple metric to “good” profits.

You can help Wikipedia by expanding it. Only relentless focus on customer satisfaction can generate “good profits. Back-end work must be done to ensure that customers are happy customers and plans must be in place to deliver the ultimate customer tue to your clients.