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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But, seriously, this didn A solid introduction to the Net Promoter Score methodology of performance reporting that falls into a common trap: For me though, The Net Promoter Score is a useful measure that has application in most industries and could be a terrific lead indicator. Jun 19, gramakri rated it really liked it.

I can see this becoming more and more important as media gets diffuse and people interact more about their purchases. If you manage a business, you owe it to yourself, your employees, and your customers to read The Ultimate Question.

There’s a problem loading this menu right now. Dude says that if your customers aren’t promoting your service you are toast. Also, the 10 point scale recommended quesstion the author, while intuitively attractive doesn’t appeal from a practitioner standpoint.

In fact, will be working to apply to mine. Explore the Home Gift Guide.

This is an excellent book to read for anyone who is trying to find a way to measure true performance in a business environment.


Promoters are worth more because they have a higher retention rate, are less price sensitive, have a higher annual spend, are more cost efficient they cost less to frde than complaining detractors and refer more.

Plus the book is ridiculously overpriced. Companies know, believe in and can recite the catechism of customer-centricity: Then of course, there is the whole concept that by merely asking one question – The Ultimate Question – will give you a useful insight into the health of your company. Driving Good Profits and True Growth This article may not be copied, published, or used in any way without written permission of Decision Analyst.

But it really depends on what perspective you bring to the opening pages. 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.

But the commitment required is substantial too. Rdichheld loyal enthusiasts who keep buying and urge their friends to do so. If someone answers with a 10 or a 9 rating, it would seem defensible to classify them as Promoters i.

The Ultimate Question® And the Net Promoter® Score

Answering the Ultimate Question: Such a simple yet powerful concept that any company could afford to implement. Amazon Music Stream suestion of songs. Adopting NPS as solution for driving long-term customer-centric cultural change, rather than a short term program or initiative, and realising the change must touch every part of the organisation Chapter 7: Well, maybe a 3.


The same assertions were repeated and expanded upon in a following book, The Ultimate Question questikn. Among management books, this one’s a keeper.

Buy the selected items together This item: Reichheld holds a B. Is a 7 rating or an 8 rating positive, neutral, or negative? July 12, 8: A sound strategy is to tailor the customer-experience questions to your product or service and to your business goals. In summary, the Ultimate Question is simply another question; it has no magical value, no special meaning, no prescience of success.

Posted on February 10, by Rob Markey. The Rules of Measurement Driving growth through loyalty reicjheld an agile loyalty monitoring system — NPS score monitoring can help.

Whenever the customers have an opportunity to leave this company, they will. Use multiple questions that measure customer experience relevant to your company.

The Ultimate Question 2.0

A great book about the power of customer service to influence repeat purchasing, word of mouth and order values. Want to Read questlon. Page 1 of 1 Start over Page 1 of 1. From Wikipedia, the free encyclopedia. More research is in order, but a link between ethics and high profits seems plausible. Is it really that simple?

An alternative to cocker spaniels,” The Economist, August 23, Back The Ultimate Question 2.