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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Jan 26, Hunter Johnson added it. Both are needed for success for driving growth through good profit.

Fred Reichheld

Dec 25, Deane Barker rated it liked it. More about this book http: The evidence given for the validity of this simple concept of determining a companies effectiveness is very convincing.

It can be a useful question to ask, but it’s only a starting ultiamte and certainly not the ultimate question. Based on extensive research, ‘The Ultimate Question’ shows how companies can rigorously measure Net Promoter statistics, feed managers improve them, and create communities of passionate advocates that stimulate innovation. The approach proves itself empirically, as companies across industries show correlation between bet This is the book through which Reichheld conveys the story behind his Net Promoter Score.

I do find it difficult to believe, however, that more businesses did not already know the importance of the one big question: More research is in reichhelc, but a link between ethics and high profits seems plausible. Jul 13, Steve rated it it was ok. Whenever the customers have an opportunity to leave this company, they will. This books has some great concepts for making feichheld happy, but it could use some serious condensing.


The Ultimate Question 2.0

If you want to include a recommendation question, you might consider something similar to the following this is reihheld restaurant example, so remember that the exact wording must be tailored to your product, company, and situation: July 12, 8: Reichhelda well-known Customer Loyalty expert pitches for a methodology aimed towards increasing the customer response rate and also proposes a single metric called Net Promoter Score NPS to measure the customer satisfaction. It is a good reicheld for business made by smiles created.

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

He has authored articles for business publications, including eight for the Harvard Business Review. Never Give Up Chapter Anyone who wants to improve their work.

But, seriously, this didn’t need a full-length trade paperback. With its one-for-one social enterprise model, the company relies on customer promotion for its advertising.

A speed summary of The Ultimate Question | Net Promoter System Blog

By thinking of the needs queation the customer, a company cannot act selfishly because a selfish action results in bad profits and customer detractors. There are no discussion topics on this book yet. Good idea to use a qufstion point scale for customer surveys. Don’t get me wrong, it’s a good book, and I believe in the idea of NPS. Organise for the Long Journey The payoff of NPS — a customer-centric organisation generating good profits through a single-minded focus on customer loyalty — can be substantial.


A far better measure than the Net Promoter Score is a simple average of the answers to the to-0 scale, where a 10 answer counts as a 10, a 9 answer counts as a 9, quesfion 8 answer counts as an 8, and so on down to 0. If so, you can get more business.

The Ultimate Question – by Fred Reichheld

Occasionally, the right decision costs a firm extensive money. Views Read Edit View history.

Promoters loyal enthusiasts who keep buying and urge their friends to do so. Well, maybe a 3. InConsulting Magazine named him one of the world’s top 25 consultants. Use multiple questions that measure customer experience relevant to your company. Insights and learning from this ongoing exercise are then pooled, and shared with frontline staff and used to inform decisions.

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Moreover, short, simple scales work well on PCs, tablet computers, and smartphones. This equation gives managers a net promoter score NPS.

It’s a pretty neat book to read too, to help you evaluate the service company’s offer their customers. questoon

Nov 29, Nick Swerdfeger rated it really liked it. Companies know, believe in and can recite the catechism of customer-centricity: December 5, 7: