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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This article about an American businessperson born in the s is a stub. Sometimes a book comes along just when you need it. Our organization has embraced the NPS net promoter score frsd.

Based on extensive research, ‘The Ultimate Question’ shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.

The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld

White Papers Customer Experience Mythologies: In this new version of the book, Reichheld renames NPS the “Net Promoter system” to emphasize elements of the approach beyond the metric. 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.

Good Ethics Equaling Good Business Considering the angle I presented at the beginning of the review, where are the ethics in this book?

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 that your company is really listening. It’s a pretty neat book to read too, to help you evaluate the service company’s offer their customers.

This is a fast and light read for anyone tasked with focusing growth on customer happiness within a company setting. But, seriously, this didn A solid introduction to the Net Promoter Score methodology of performance reporting that falls into a common trap: The same assertions were repeated and expanded upon in a following book, The Ultimate Question 2. On a scale ofhow likely are you to recommend [company] to your family and friends?


May 18, Don Trowden rated it liked it. But then that’s the answer to another ultimate question, isn’t it? The Net Promoter Score is calculated from the answers to the to-0 scale.

The Net Promoter Score formula is imprecise because reuchheld lost information. The main point was delivered in the first chapter, so the rest of the book seemed to drag on. The concepts are basic and make sense. The entire thing seems largely designed to get more consulting business for Bain.

It really one has one idea and you can get it from a page summary. And Detractors are unhappy customers trapped in a bad relationship.

About the Author Jerry W. A sound strategy is to tailor the customer-experience questions to your product or service and to your business goals. 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.

Fred Reichheld – Wikipedia

Hardcoverpages. Most satisfaction questionnaires are much too long. 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.

If you want to include a recommendation question, you might consider something similar to the following this is a restaurant example, so remember that the exact wording must be tailored to your product, company, and situation:. He has authored articles for business publications, including eight for the Harvard Business Review.

We thought he did a great job, so we asked him if we could reproduce it here:. If someone answers with a 10 or a 9 rating, it would seem defensible to classify them as Promoters i. May 19, Liz rated it really liked it. Harvard Business School Press. Reorganise Around the Customer 4. By answering that question on a scale, a company can truly gauge the satisfaction and loyalty of its customers.


The Ultimate Question: Driving Good Profits and True Growth

The approach proves itself reichheod, as companies across industries show correlation between bet This is the book through which Reichheld conveys the story behind his Net Promoter Score. Dec 25, Deane Barker rated it liked it. Never Give Up Chapter Also, the 10 point scale recommended by the author, while intuitively attractive doesn’t appeal from a practitioner stan Good for understanding the importance of customer metrics and establishing relchheld scorecard systems for tracking an aspect of organizational success over time.

Jul 23, Kendall Nielsen rated it really liked it. Second-half, not so much. In summary, the Ultimate Question is simply another question; it has no magical value, no special meaning, no prescience of success.

The Ultimate Question 2.0

Jan 26, Hunter Johnson added it. Dec 03, Adam Decker rated it liked it. Languages Deutsch Edit links.

I do find it difficult to believe, however, that more businesses did not already know the importance of the one big question: A great book about the power of customer service to influence repeat purchasing, word of mouth and order values.

Companies know, believe in and can recite the catechism of customer-centricity: Jul 20, Charles Thornton rated it it was amazing.