The Ultimate Question - practical, ease-to-use concept to improve customer loyalty now

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	• The Ultimate Question: Driving Good Profits and True Growth Fred Reichheld Harvard Business School Press, 2006 - 210 pages average customer review:based on 66 reviews view larger image
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highly recommended

The Ultimate Question - practical, ease-to-use concept to improve customer loyalty now

The Ultimate Question - practical, ease-to-use concept to improve customer loyalty now

Reichheld's book provides a straightforward approach to better understanding your customer base. By asking a simple question - on a scale of 0 to 10 with 10 being most likely and 0 being least likely, how likely would you recommend company X to a friend or colleague? - you know precisely where your customers stand. And more to the point, by asking follow-on questions to those who are not "promoters" (those who give a rating of 9 or 10), you can quickly find out what it takes to better satisfy these customers. I have learned that by doing this, customers not only feel their input counts, but also that companies can take steps to address customer concerns, thereby improving their business.

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#1 BUSINESS BOOK OF THE YEAR

Both the Wall Street Journal and USA Today have just named The Ultimate Question the #1 business book of the year! What more needs to be said?! Predictions are that the impact of net promoter score (NPS) will be at least as big as six sigma.
This book should be required reading for every business school graduate.

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The Ultimate Question: The Ultimate Book

Mr. Reichheld NAILED it. That's right, he NAILED it. The points made in this work bring to the surface the hard facts:

1. The Customer rules
2. Completely satisfied Customers are the most effective means of driving true growth and good profit
3. If you don't agree, see Rule #1

The author has meaningful data, charts, and real life examples to highlight what is really happening to companies that go way beyond Customer loyalty. These companies set aside "profits" and focus on the Customer like a laser. Their reward; they are killing the competition, growing exponentially, and enjoying the Customer as their best marketer and loyal partner.

Every working individual should read this book to understand how vital it is to have the Customer 100% satisfied with their buying experience. Reichheld explains the importance of accountibility in this experience; from the Customer Touchpoints (frontliners he calls them) all the way to the CEO. He demonstrates what has happened to the "old-liners" who spend the shareholders' money on advertising campaigns, acquisitions, and "fuzzy math" accounting to meet the "bad-profit" numbers instead of reinvesting it in completely and utterly pleasing the customer.

By hiring and retaining a new kind of talent, they absolutely leave the Customer not only with dedication to the brand, they bring thier freinds and family with them. This book is well written, enlightening, entertaining, and hard hitting.

Buy it. And no, no one paid me to write this (but, I'm not too proud if he wants to slip me a twenty)

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reviews: 1, 2, 3, 4, 5, 6, 7, page 8, 9, 10, 11, 12, 13, 14

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Best Business Books Bibliography: Bought, Borrowed or Browsed 2006 (A)
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