The Ultimate Question 2.0 (Revised and Expanded Edition): by Fred Reichheld, Visit Amazon's Rob Markey Page, search

By Fred Reichheld, Visit Amazon's Rob Markey Page, search results, Learn about Author Central, Rob Markey,

Within the first version of this landmark ebook, enterprise loyalty guru Fred Reichheld published the query most important on your company’s destiny: “Would you suggest us to a friend?” by way of asking consumers this question, you determine detractors, who sully your firm’s acceptance and without problems change to opponents, and promoters, who generate sturdy earnings and precise, sustainable growth.You additionally generate a necessary metric: your internet Promoter rating. because the ebook used to be first released, web Promoter has remodeled businesses, throughout industries and sectors, constituting a game-changing procedure and ethos that opponents Six Sigma in its power.In this completely up to date and accelerated version, Reichheld, with Bain colleague Rob Markey, explains how practitioners have equipped web Promoter right into a full-fledged administration process that drives amazing monetary and aggressive effects. together with his trademark readability, Reichheld:• Defines the basic inspiration of web Promoter, explaining its connection for your company’s progress and sustained luck• provides the closed-loop suggestions method and demonstrates its energy to energize staff and pleasure shoppers• stocks new and compelling tales of businesses that experience reworked their functionality by means of placing web Promoter on the middle in their businessPractical and insightful, the final word query 2.0 offers a blueprint for long term progress and good fortune.

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Additional info for The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

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NPS is having a comparable impact in the current age. —Gerard Kleisterlee, CEO, Philips NPS was a natural fit for Apple. It has become part of the DNA of our retail stores. —Ron Johnson, SVP and founding executive, Apple Retail NPS completely changed our world. It has become an integral part of our process and culture. Now, you couldn’t take it away if you tried. —Junien Labrousse, executive vice president and chief product and technology strategist, Logitech NPS provides the litmus test for how well we are living up to our core values—it is the first screen I look at when I boot up my computer each morning.

The score provided a starting point, but it is the system that has helped leaders create cultures that inspire employees to become more customer focused. The ultimate question of the book’s title was the “how likely is it that you would recommend” question mentioned earlier. That phrasing was a shorthand wording of a more basic question, which is, Have we treated you right, in a manner that is worthy of your loyalty? The shorthand form seemed to work best for most businesses—that is, it produced a score that correlated reliably with customer behaviors—though some companies found that slightly different wordings worked even better.

NPS doesn’t accomplish anything unless companies actually act on what they learn—unless, that is, they “close the loop” between learning and action. The closed-loop processes can’t be an add-on; they have to be part and parcel of everyday management. NPS isn’t something that can be relegated to the market-research department. Earning the loyalty of customers and employees is either central to a company’s philosophy and strategic priorities or it isn’t—and if it isn’t, adopting an improved customer feedback process won’t make much difference.

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