The Ultimate Question 2.0 by Fred Reichheld
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In the original version of this notable guide, business expert Fred Reichheld unveiled the question most vital to your company's future: "Would you refer us to a friend?" By posing this question to customers, you can identify and address detractors, who can negatively impact your company's reputation and switch to competitors, and promoters, who bring in strong profits and sustainable growth. This also generates a crucial measure: your Net Promoter Score. Since its initial publication, Net Promoter has transformed businesses across industries and sectors, establishing a game-changing system and mindset that rivals Six Sigma in power. In this extensively updated and expanded edition, Reichheld, along with Bain coworker Rob Markey, explains how companies have integrated Net Promoter into a comprehensive management system that produces exceptional financial and competitive results. Using his trademark clarity, Reichheld: Clarifies the fundamental concept of Net Promoter and its relevance to a company's growth and enduring success Introduces the closed-loop feedback process and showcases