In this thoroughly updated and expanded edition of his landmark book, Fred Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter System℠ into a full-fledged management system that drives extraordinary financial and competitive results.
With trademark clarity, Reichheld and Markey:
Define the fundamental concept of Net Promoter System, explaining its connection to your company's growth and sustained success
Present the closed-loop feedback process and demonstrate its power to energize employees and delight customers
Share new and compelling stories of companies that have transformed their performance by putting Net Promoter System at the center of their business
Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.