The One Number You Need to Grow (HBR OnPoint Enhanced Edition)
by Frederick F. Reichheld
Our Price: $6.50
Availability: Available for download now
Category: Book
See more book details and other editions
Book Summary Information
Author: Frederick F. ReichheldEdition: Digital
Format: Download: PDF
Published: 2003-12-01
ISBN: N/A
Number of pages: 12
Publisher: Harvard Business Review
Summary of The One Number You Need to Grow (HBR OnPoint Enhanced Edition)
Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actual customer behavior--purchasing patterns and referrals--and ultimately with company growth. Surprisingly, the most effective question wasn't about customer satisfaction or even loyalty per se. In most of the industries studied, the percentage of customers enthusiastic enough about a company to refer it to a friend or colleague directly correlated with growth rates among competitors. Willingness to talk up a company or product to friends, family, and colleagues is one of the best indicators of loyalty because of the customer's sacrifice in making the recommendation. When customers act as references, they do more than indicate they've received good economic value from a company; they put their own reputations on the line. The findings point to a new, simpler approach to customer research, one directly linked to a company's results.This is an enhanced edition of HBR article R0312C, originally published in December 2003. HBR OnPoint articles include the full-text HBR article plus a summary of key ideas and company examples to help you quickly absorb and apply the concepts. Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actual customer behavior--purchasing patterns and referrals--and ultimately with company growth. Surprisingly, the most effective question wasn't about customer satisfaction or even loyalty per se. In most of the industries studied, the percentage of customers enthusiastic enough about a company to refer it to a friend or colleague directly correlated with growth rates among competitors. Willingness to talk up a company or product to friends, family, and colleagues is one of the best indicators of loyalty because of the customer's sacrifice in making the recommendation. When customers act as references, they do more than indicate they've received good economic value from a company; they put their own reputations on the line. The findings point to a new, simpler approach to customer research, one directly linked to a company's results.
Book Subjects
- Arts & Photography
- Audiobooks on Cassette
- Audiobooks on CD
- Biographies & Memoirs
- Business & Investing
- Children's Books
- Comics & Graphic Novels
- Computers & Internet
- Cooking, Food & Wine
- e-Books
- Engineering
- Entertainment
- Gay & Lesbian
- Health, Mind & Body
- History
- Home & Garden
- Horror
- Law
- Literature & Fiction
- Medicine
- Mystery & Thrillers
- Nonfiction
- Outdoors & Nature
- Parenting & Families
- Professional & Technical
- Reference
- Religion & Spirituality
- Romance
- Science
- Science Fiction & Fantasy
- Sports
- Teens
- Travel
Most talked about in Books and e-Books
Eclipse (The Twilight Saga, Book 3)by Stephenie Meyer
Little, Brown Young Readers; Published: 2007-08-07; Hardcover; Book
Best price: $10.24
Price in other shops:
The Beach Houseby Jane Green
Viking Adult; Published: 2008-06-17; Hardcover; Book
Best price: $12.90
Price in other shops:
The Last Lectureby Randy Pausch, Jeffrey Zaslow
Hyperion; Published: 2008-04-08; Hardcover; Book
Best price: $6.49
Price in other shops:
A New Earth: Awakening to Your Life's Purpose (Oprah's Book Club, Selection 61)by Eckhart Tolle
Penguin; Published: 2008-01-30; Paperback; Book
Best price: $5.95
Price in other shops:
Twilight (The Twilight Saga, Book 1)by Stephenie Meyer
Little, Brown Young Readers; Published: 2006-09-06; Paperback; Book
Best price: $4.34
Price in other shops:
When You Are Engulfed in Flamesby David Sedaris
Little, Brown and Company; Published: 2008-06-03; Hardcover; Book
Best price: $9.49
Price in other shops:
The Shackby William P. Young
Windblown Media; Published: 2007-05-01; Paperback; Book
Best price: $7.04
Price in other shops:
The Story of Edgar Sawtelle: A Novelby David Wroblewski
Ecco; Published: 2008-06-01; Hardcover; Book
Best price: $13.89
Price in other shops:
Deceptively Delicious: Simple Secrets to Get Your Kids Eating Good Foodby Jessica Seinfeld
Harper Collins; Collins Living; Published: 2007-10-01; Spiral-bound; Book
Best price: $13.24
Price in other shops:
Breaking Dawn (The Twilight Saga, Book 4)by Stephenie Meyer
Little, Brown Young Readers; Published: 2008-08-02; Hardcover; Book
Best price: $12.64
Price in other shops:
Similar Books and other products
Presentation Zen: Simple Ideas on Presentation Design and Delivery (Voices That Matter)by Garr Reynolds
New Riders Press; Published: 2008-01-04; Paperback; Book
Best price: $17.45
Price in other shops:
First, Break All the Rules: What the World's Greatest Managers Do Differentlyby Marcus Buckingham, Curt Coffman
Simon & Schuster; Published: 1999-05-05; Hardcover; Book
Best price: $7.89
Price in other shops:
What Got You Here Won't Get You There: How Successful People Become Even More Successfulby Marshall Goldsmith, Mark Reiter
Hyperion; Published: 2007-01-09; Hardcover; Book
Best price: $12.05
Price in other shops:
Blue Ocean Strategy: How to Create Uncontested Market Space and Make Competition Irrelevantby W. Chan Kim, Ren?e Mauborgne
Harvard Business School Press; Published: 2005-02-03; Hardcover; Book
Best price: $11.99
Price in other shops:
Level 5 Leadership: The Triumph of Humility and Fierce Resolve (HBR OnPoint Enhanced Edition)by Jim Collins
Harvard Business Review; Published: 2001-01-01; Digital; Book
Best price: $6.50
Loyalty Rules: How Today's Leaders Build Lasting Relationshipsby Frederick F. Reichheld
Harvard Business School Press; Published: 2003-07-03; Paperback; Book
Best price: $7.24
Price in other shops:
The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Valueby Frederick F. Reichheld, Thomas Teal
Harvard Business School Press; Published: 2001-09-15; Paperback; Book
Best price: $4.89
Price in other shops:
Learning from Customer Defectionsby Frederick F. Reichheld
Harvard Business Review; Published: 1996-03-01; Digital; Book
Best price: $6.50
Zero Defections: Quality Comes to Services (HBR OnPoint Enhanced Edition)by Frederick F. Reichheld, W. Earl, Jr. Sasser
Harvard Business Review; Published: 2000-10-01; Digital; Book
Best price: $6.50
The Ultimate Question: Driving Good Profits and True Growthby Fred Reichheld
Harvard Business School Press; Published: 2006-03-02; Hardcover; Book
Best price: $7.59
Price in other shops: