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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Harvard Business Review Press. Buy the selected items together This item: The 10 and 9 ratings are grouped together and called Promoters green in the chart. Amazon Renewed Refurbished products with a warranty. Customers who viewed this item also viewed.

Based on extensive research, ‘The Ultimate Question’ shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. If so, you can get more business. The individual numbers on the to-0 answer scale except for the endpoints are not labeled or defined.

Good Ethics Equaling Good Business Considering the angle I presented at the beginning of the review, where are the ethics in this book? In other words, not treating it as a metric, or parallel program is critical to success 3.

December 11, 3: It’s a pretty neat book to read too, to help you evaluate the service company’s offer their customers. If you are not getting feedback from a representative sample of your target population, don’t be surprised when it is very skewed up or down.


Jun 25, Grumpus rated it liked it Shelves: Any business leader or owner would benefit from reading the book. With a longer set of questions, you only get answers from frwd who enjoy filling out questionnaires! Promoters loyal enthusiasts who keep buying and urge their friends to do so. Positives The question itself is a good one. Furthermore, I hypothesize that a business which promotes its ethical reichgeld as a core reason for operating have a high NPS.

The Ultimate Question® And the Net Promoter® Score

Dude says that if your customers aren’t promoting your service you are toast. This is an excellent book to read for anyone who is trying to find a way to measure true performance in a business ultijate.

This article may not be copied, published, or used in any way without written permission of Decision Analyst. AmazonGlobal Ship Orders Internationally. Someone can go through it before reading the whole magic book. Share your reichhld with other customers. Use multiple questions that measure customer experience relevant to your company.

Were it not for that perhaps I would have given it a lower score Knowing that a shoe purchase helps a child in need, customers take great joy in wearing and promoting the product.

The Ultimate Question: Driving Good Profits and True Growth

Amazon Second Chance Pass it on, trade it in, give it a second life. Adopting NPS as solution for driving long-term customer-centric cultural change, rather ulfimate a short term program or initiative, and realising the change must touch every part of the organisation Chapter 7: Reichheld bornCleveland is a New York Times best-selling author, speaker and business strategist best known for his research and writing on the loyalty business model and loyalty marketing.

The Dual Imperatives The Net Promoter System is like an arch built from two pillars — one economic and the other inspirational.


Good for anyone that runs a business or works for a company and wants to get ideas to increase customer satisfaction. Beyond that, the book provides an in-depth review of the flaws inherent to most surveys and feedback channels. Most of the examples in the book didn’t even use the “ultimate” question. It can be a useful question to ask, but it’s only a starting point and certainly not the ultimate question. I have not thought about bad profits till I read this book. May 19, Liz rated it really reidhheld it.

Dec 25, Deane Barker rated it liked it. Want to Read Currently Reading Read.

Hardwiring NPS monitoring feedback into key decision processes and integrating it into operational priorities throughout the organisation to create closed-loop learning and improvement. It’s an easy way to compare dept to department.

Good question but the book read like a sales brochure and could have been half the length. I do lik There is much to like about this book and the development of the NPS Net Fged Score method for determining who the promoters of a business are and who are the detractors. The industry leaders in NPS are also growing exponentially and making large profits.

In this new version of the book, Reichheld renames NPS the “Net Promoter system” to emphasize elements of the approach beyond the metric.