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. 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.

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It talks about the same things, over and over — NPS is actually a pretty simple concept — and goes into case study after case study. There are no discussion topics on this book yet. Hardcoverpages. The to-0 rating scale is widely used and generally accepted as a sensitive scale i. Sep 28, Josh Steimle rated it really liked it. Bad profits arise when companies save money by delivering a lousy customer experience First-half was really good. Organise for the Long Journey The payoff of NPS — a customer-centric organisation generating good profits through a single-minded focus on customer loyalty — can be substantial.

Nov 29, Nick Swerdfeger rated it really liked it.

The Ultimate Question 2.0

It is the bible for correlating a simple metric to “good” profits. Good Ethics Is Good Business?

It’s a pretty neat book to read too, to help you evaluate the service company’s offer their customers. Whilst there are many paths to growth, none are as sustainable as consistently delighting your customers and reaping the rewards of enhanced loyalty and advocacy.

In dealing with these opportunities and challenges it is important to keep front of mind the queston of the Net Promoter System — as a solution fre creating a customer-centric organisation that prioritises customer loyalty with decisions that enrich lives, rather than diminish them. How likely is it that you would recommend this company to a friend or colleague?


Ultimatf I argue that serving customers is a task that orients a company toward ethics. 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 serve than complaining detractors and refer more.

Jul 20, Charles Thornton rated it it was amazing. A company with a low NPS, on the other hand, is addicted to bad profits and is holding its customers hostage. In fact, TOMS dedicates a portion of its website to customer testimonials.

Closing the questionn for senior executives involves setting up a forum for senior teams to talk with customers, and setting NPS targets as a strategic object for business units.

The Ultimate Question – by Fred Reichheld

Companies know, believe in and can recite the catechism of customer-centricity: I like it so much. You can’t bully people into buying fted crummy product with advertising anymore.

He has authored articles for business publications, including eight for the Harvard Business Review. You can help Wikipedia by expanding it.

Based on the NPS score a company can take strategic fded to improve its profits and growth rate. Refresh and try again. Closing the loop for mid-level managers requires using NPS feedback to create products, services and processes designed to attract and retain high value customers.

The Ultimate Question: Driving Good Profits and True Growth

This article about an American businessperson born in the s is a stub. December 1, 1: Positives The question itself is a good one. Promoters loyal enthusiasts who keep buying and urge their friends to do so. With its one-for-one social enterprise model, the company relies on customer promotion for its advertising.

Also, the 10 point scale recommended by the author, while intuitively attractive doesn’t appeal from a practitioner standpoint. In order to find out whether a company holds satisfied customers, only one question needs to be asked. Jan 27, Wade Jackson added it. Were it not for that perhaps I would have given it a lower score If you manage a business, you owe it to yourself, your employees, and your customers to quwstion The Ultimate Question.


And Detractors are unhappy customers trapped in a bad relationship. queztion

The fact that so many companies make NPS so central is laughable, and after reading this book you might start cringing like I do whenever someone mentions it in the office. Books by Fred Reichheld. Jul 23, Kendall Nielsen rated it really liked it. American non-fiction writers Business speakers American business theorists Writers from Cleveland Harvard Business School alumni births Living people 20th-century American businesspeople American business biography, s birth stubs.

Most organisations want to become more customer-focused and the Net Frde System is a simple solution for achieving this cultural change. This open-ended prompt gives the customer the opportunity to explain and complain; it communicates that you are really interested in the customer and his or her experiences; and it conveys questiob your company is really listening.

Open Preview See a Problem? It requires having the CFO embrace NPS, and understand why investment in loyalty makes good business sense — and why good profits are more valuable than bad profits.

Moreover, short, simple scales work well on PCs, tablet computers, and smartphones. This is an excellent book to read for anyone who is trying to find a way to measure true performance in a business environment. The Rules of Measurement Driving growth through loyalty requires an agile loyalty monitoring system — NPS score monitoring can help. Download the PDF File.