Download The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World AudioBook Free
In the first edition of this landmark reserve, business loyalty guru Fred Reichheld disclosed the question most significant to your company's future: "Do you recommend us to a friend?" By requesting customers this question, you identify detractors, who sully your firm's reputation and quickly switch to competition, and promoters, who generate good gains and true, sustainable growth.You also generate a vital metric: your Net Promoter Score. Because the book was first published, Net Promoter has changed companies, across companies and sectors, constituting a game-changing system and ethos that competitors Six Sigma in its ability. In this completely updated and expanded model, Reichheld, with Bain colleague Rob Markey, points out how experts have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. Along with his trademark clearness, Reichheld:
- Defines the essential concept of Net Promoter, detailing its connection to your company's expansion and suffered success
- Presents the closed-loop feedback process and demonstrates its power to energize employees and joy customers
- Shares new and compelling experiences of companies which may have changed their performance by putting Net Promoter at the center with their business
