The Ultimate Question: Driving Good Profits and True Growth

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

The Ultimate Question: Driving Good Profits and True Growth
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Book Summary Information

Author: Fred Reichheld
Edition: Hardcover
Audio: English (Original Language); English (Unknown); English (Published)
Published: 2006-03-02
ISBN: 1591397839
Number of pages: 210
Publisher: Harvard Business School Press

Book Reviews of The Ultimate Question: Driving Good Profits and True Growth

Book Review: Food for Thought
Summary: 3 Stars

As the owner of a very small business I am not going to be implementing any type of large-scale statistical analysis to determine NPS as the book suggests - it is just too expensive for my company. However, this book does provide a lot of fodder for thinking about customer service, what your company is doing, what it could and should be doing better and how you can keep in contact with your customers to keep honest and proactive in making their interactions with your firm as positive as possible. I think that tracking your Net Promoter Score is less important than making the Golden Rule a "philosophical cornerstone" of your business. I don't know if companies like USAA, Amazon and E-Bay track their NPS, but they would be delighting their customers and receiving tons of word-of-mouth advertising from happy "promoters" even if Fred Reichheld had never written this book. The short story: I got a lot of great ideas for my company from this book.
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Summary of The Ultimate Question: Driving Good Profits and True Growth

CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors?customers who complain loudly about the company and switch to competitors at the earliest opportunity.

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. Vivid stories from leading-edge organizations illustrate the ideas in practice.

Practical and compelling, this is the one book?and the one tool?no growth-minded leader can afford to miss.

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