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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With its one-for-one social enterprise model, the company relies on customer promotion for its advertising. It also takes into ultjmate the referral value of customers.

The NPS counts a 10 answer and a 9 answer as equal. How likely is it that you would recommend this company to a friend or colleague? Positives The fded itself is a good one.

The Ultimate Question: Driving Good Profits and True Growth

Also, the 10 point scale recommended by the author, while intuitively attractive doesn’t appeal from a practitioner standpoint. Most satisfaction questionnaires are much too long. This book is not yet featured on Listopia. Most organisations want to become more customer-focused and the Net Promoter System is a simple solution for achieving this cultural change.

Calling an 8 or a 7 rating Passives is highly questionable. Goodreads helps you keep track of books you want to read. Hardcoverpages. Often times, good ethics does equal high profits, but such a statement should never paint broad strokes. To ask other readers questions about The Ultimate Questionplease sign up. This means that questionnaires should be simple, concise, and relevant. The Fundamentals of the Net Promoter System. The entire thing seems largely designed to get more consulting business for Bain.


Jul 20, Charles Thornton rated it it was amazing. Return to Book Page. Rechheld NPS is not a magical formula, but a flawed formula that loses much of the information in the original answer scale.

I’d highly recommend it. Thanks for telling us about the problem. The book as a whole seemed to promote the concept but not explain how to make it work. Lists with This Book.

But, seriously, this didn A solid introduction to the Net Promoter Score methodology of performance reporting that falls into a reichheldd trap: 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. There is much to like about this book and the development of the NPS Net Promoter Score method for determining who the promoters of a business are and who are the detractors.

Retrieved from ” https: Jan 23, Troy Kuhn rated it liked it. We used this book as our template in questoon a white paper for standardizing the methodological implementation across our companies. A business need not be overtly ethical in order to serve customers; it only needs to practice the golden rule of treating others as it would wish to be treated in order to obtain a high NPS.


Sometimes a book comes along just when you need it. Most of the examples in the book didn’t even use the “ultimate” question.

Since financial metrics are easy to produce and easy to read, managers often make decisions strictly based on financials. He may be reached at or The author provides a convincing case for loyalty based marketing efforts. Harvard Business Review Press. 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.

Not only does the NPS provide a simple decision heuristic — the Golden Rule — that can be used be used to inform decisions across every level of the organisation, the NPS also hardwires the voice of the customer into the organisation by providing creating customer feedback loops at the front line, mid and senior management levels. To see what your friends thought of this book, please sign up. Nov 29, Nick Swerdfeger rated it really liked it.

A speed summary of The Ultimate Question | Net Promoter System Blog

Nice match with “How to Measure Anything” too. Languages Deutsch Edit links.

Nov 30, Elizabeth Orta rated it liked it. This book was required reading for work.

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