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James

MAIDENHEAD, United Kingdom
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  • The Ultimate Question 2.0 (Revised and Expanded Edition)

  • How Net Promoter Companies Thrive in a Customer-Driven World
  • By: Fred Reichheld, Rob Markey
  • Narrated by: Walter Dixon
  • Length: 8 hrs
  • Unabridged
  • Overall
    4.5 out of 5 stars 29
  • Performance
    4 out of 5 stars 20
  • Story
    4 out of 5 stars 20

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score.

  • 5 out of 5 stars
  • Ensure you keep your good customers!

  • By James on 10-03-12

Ensure you keep your good customers!

Overall
5 out of 5 stars

Reviewed: 10-03-12

In a recession where the focus is on budgets you need to be able to prove that you are giving value rather than being a cost. NPS is the best way I have seen of ensuring you understand what the Customer thinks of you. I have never seen something so simple be so effective and when incorporated in products like CustomerGauge(tm) all the hard work is taken out of making the data into information.

If you believe that the Customer is King you need to read this to ensure that they feel that they are important.

1 of 1 people found this review helpful