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One Goal, One Number: Accountability for Customer Relationships
Fred Reichheld
Harvard Business School Press, 2008
Too many managers have come to believe that increasing shareholder value requires exploiting customer relationships. This chapter discusses why this approach is no longer acceptable and suggests that a trustworthy customer feedback process is necessary to allow free markets to reward organizations that practice Golden Rule behavior and punish those that don't.
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The Enterprise Story--Measuring What Matters
Fred Reichheld
Harvard Business School Press, 2008
This chapter looks at the case of Enterprise Rent-A-Car, examining the company's quest to tie measurement into action and to increase the number of customer promoters and reduce the number of detractors to improve the overall business.
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The Ultimate Question: Driving Good Profits and True Growth 65 reviews
Fred Reichheld
Harvard Business School Press, 2006
Organization changing ideas and easy to understand
A well researched and easy to understand book, that if used with a focus to increase service quality through customer interaction and feedback will offer short cuts to success.
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The Rules of Measurement: Principles for Building an Effective Customer Feedback System
Fred Reichheld
Harvard Business School Press, 2008
This chapter sets out a number of key principles for calculating your customers' satisfaction in a fashion that is accurate, granular, timely, and credible. By following these principles, you can use Net Promoter Scores (NPS) to assess what your customers really feel and to focus attention on the customer throughout your organization.
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How the Net Promoter Score (NPS) Can Drive Growth: The Economic Advantage of Superior Customer Relationships
Fred Reichheld
Harvard Business School Press, 2008
Companies need to understand the economic value that results from building better customer relationships. This chapter looks at some real-life examples of high-quality customer relationships generating economic benefits.
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Develop a Community of Promoters--By Listening: Let Customers Show You How to Delight Them
Fred Reichheld
Harvard Business School Press, 2008
What does it take to convert more customers into promoters for your organization? This chapter suggests that you need to listen to your customers to find innovative ways to delight them, turning them into fans who will sing your praises to their friends and colleagues.
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The Ultimate Question4 reviews
Covey, 2006
Your customer is more then the person who buys from you.
This book was selected by my company for all managers to read. It was a real eye opener not just for the way companies treat their customers but how I myself have treated as a customer. Recently I had a very bad experience with an airline. The experience of being treated to a form letter to my complaint had me telling them that they needed to read "The Ultimate Question." I realize now how ...
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Deliver--Building an Organization That Creates Promoters: Winning Over Customers Day After Day
Fred Reichheld
Harvard Business School Press, 2008
The battle to convert customers into promoters for the organization can be won only if frontline employees are promoters themselves. This chapter looks at the strategies implemented by companies to win over customers on a daily basis.
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Bad Profits, Good Profits, and the Ultimate Question
Fred Reichheld
Harvard Business School Press, 2008
Bad profits choke off a company's best opportunities for true growth, they endanger its reputation, and alienate customers and demoralize employees. This chapter shows companies how to tell the difference between good and bad profits and asks the ultimate question that will determine the future of your business.
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Why Satisfaction Surveys Fail
Fred Reichheld
Harvard Business School Press, 2008
This chapter looks at why you cannot build an effective customer-feedback system based on the shaky foundation of current satisfaction-survey methods and practices.
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The Ultimate Question: Library Edition
Fred Reichheld
Playaway, 2007
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The Measure of Success: Better Metrics for Customer Satisfaction
Fred Reichheld
Harvard Business School Press, 2008
Conventional customer satisfaction measures have proven inaccurate predictors of actual customer behavior or a company's growth. This chapter recounts the author's development and implementation of a better metric for determining what customers think and feel about the companies they do business with, known as a Net Promoter Score (NPS).
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The Ultimate Question: Library Edition
Fred Reichheld
Playaway, 2007
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Prescription for Cutting Costs
Fred Reichheld
Bain & Company, 2001
In the current downturn, most companies are tightening their belts. But too many are missing their biggest opportunity to contain costs: building loyal relationships with their best customers and with their own employees. In this article, loyalty expert Fred Reichheld explains that small increases in customer retention soon translate into big boosts to profits. And he gives powerful examples of companies whose fidelity to their workers pays off ...
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