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Books


THE ULTIMATE QUESTION


THE ULTIMATE QUESTION

Driving Good Profits and True Growth

By Fred Reichheld




THE ULTIMATE QUESTION

 * About the Book
 * Author
 * Praise
 * Related Publications


Read an Excerpt
Order from Amazon
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Download from Audible

CEOs regularly announce ambitious growth targets, then fail to achieve them. The
reason? Their growing addiction to bad profits, those short-term earnings that
alienate customers. They undermine growth by creating legions of
detractors—customers who complain loudly about the company and switch to
competitors at the earliest opportunity.

In this best-selling book, loyalty expert Fred Reichheld offers the key to
holding employees accountable for generating loyal customers: Elevate customer
metrics to the same level of rigor and importance as financial metrics like
revenue growth or return on equity through the Net Promoter ScoreSM. Bain &
Company analysis shows that sustained value creators—companies that achieve
long-term profitable growth—have scores two times higher than the average
company. And Net Promoter® leaders outgrow their competitors in most industries
by an average of 2.5 times.

> Fred Reichheld is the godfather of customer loyalty. His new book continues to
> push the edge with innovative, practical ideas.
> 
> John Donahoe, former President, eBay

Based on extensive research, The Ultimate Question shows how companies can
rigorously measure Net Promoter statistics, learn to improve them, and create
communities of passionate advocates that stimulate innovation. Stories of
leading-edge organizations illustrate how the ideas work in practice.

Practical and compelling, this is the one book—and the one tool—no growth-minded
leader can afford to miss.


ABOUT THE AUTHOR


ABOUT THE AUTHOR



FRED REICHHELD

Fred Reichheld is a Bain Fellow and founder of the firm's Loyalty practice. He
is the creator of the Net Promoter system of management, and his work has
quantified the link between loyalty and profits. Fred is the best-selling author
of The Ultimate Question 2.0, Loyalty Rules! and The Loyalty Effect.

Read more

THE ULTIMATE QUESTION 2.0

In this thoroughly updated and expanded edition, Fred Reichheld and Rob Markey
explain how practitioners have built Net Promoter System into a full-fledged
management system that drives extraordinary financial and competitive results.

Learn more



WHAT OTHERS ARE SAYING


WHAT OTHERS ARE SAYING

The ultimate question yields a powerful metric to promote golden-rule behavior
and generate profits a company can be proud of. Hats off to Reichheld for a
compelling argument, lucid prose, and actionable concepts that every manager can
immediately put to use!

—Lynn Paine, Professor, Harvard Business School



Fred Reichheld is at the forefront of helping organizations understand the
importance of customer loyalty in driving performance. All companies should ask
their customers what Fred calls 'the ultimate question.'

—Ken Chenault, former CEO, American Express



The Ultimate Question reveals a radically simple, but incredibly valuable,
formula for achieving profitable growth. Every business should test itself
against this measure and use the wisdom in this book to pass the exam.

—Jack Brennan, former CEO, Vanguard


RELATED PUBLICATIONS


RELATED PUBLICATIONS

THE ULTIMATE QUESTION 2.0

A No. 1 best seller, The Ultimate Question 2.0 showcases leading brands that are
using the Net Promoter System® to revolutionize the customer experience.

Learn more  

LOYALTY RULES!

Superior leaders use six bedrock principles of loyalty to take the high road in
business—the only road that leads to lasting success.

Learn more  

THE LOYALTY EFFECT

Even a small improvement in customer retention can double profits in your
company.

Learn more  

WRITE A REVIEW





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emoticons are registered trademarks of Bain & Company, Inc., NICE Systems, Inc.,
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www.netpromotersystem.com Open in urlscan Pro 2606:4700:4400::6812:29e0 Public Scan

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www.netpromotersystem.com Open in urlscan Pro
2606:4700:4400::6812:29e0 Public Scan

Form analysis
4 forms found in the DOM