{"product_id":"the-ultimate-question-20-how-net-promoter-companies-thrive-in-a-customer-driven-world-9781422173350","title":"The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World","description":"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 \u003ci\u003edetractors\u003c\/i\u003e, who sully your firm's reputation and readily switch to competitors, and \u003ci\u003epromoters\u003c\/i\u003e, who generate good profits and true, sustainable growth. \u003cp\u003e\u003c\/p\u003eYou 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. \u003cp\u003e\u003c\/p\u003eIn 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: \u003cp\u003e\u003c\/p\u003e- Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success\u003cbr\u003e- Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers\u003cbr\u003e- Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business \u003cp\u003e\u003c\/p\u003ePractical and insightful, \u003ci\u003eThe Ultimate Question 2.0\u003c\/i\u003e provides a blueprint for long-term growth and success.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eBinding Type:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Harvard Business Review Press\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 09\/20\/2011\u003cbr\u003e\u003cb\u003eISBN:\u003c\/b\u003e 9781422173350\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 290\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.15lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.30h x 6.40w x 1.20d\u003cbr\u003e\u003cbr\u003e\u003cstrong\u003eReview Citations: \u003c\/strong\u003e\u003ci\u003eReference and Research Bk News\u003c\/i\u003e 12\/01\/2011 pg. 81\u003cbr\u003e","brand":"Fred Reichheld","offers":[{"title":"Default Title","offer_id":36650352803996,"sku":"9781422173350","price":29.75,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0473\/0804\/6492\/products\/img_cf4d9181-4038-4a91-b534-e4bbe66afa57.jpg?v=1603875067","url":"https:\/\/pastforward.org\/products\/the-ultimate-question-20-how-net-promoter-companies-thrive-in-a-customer-driven-world-9781422173350","provider":"Past Forward","version":"1.0","type":"link"}