CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits, those short-term earnings that 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.

In this best-selling book, loyalty expert Fred Reichheld offers the key to holding employees accountable for generating loyal customers: Elevate customer metrics to the same level of rigor and importance as financial metrics like revenue growth or return on equity through the Net Promoter Score^SM. Bain & Company analysis shows that sustained value creators—companies that achieve long-term profitable growth—have scores two times higher than the average company. And Net Promoter^® leaders outgrow their competitors in most industries by an average of 2.5 times.

Fred Reichheld is the godfather of customer loyalty. His new book continues to push the edge with innovative, practical ideas.

Based on extensive research, The Ultimate Question shows how companies can rigorously measure Net Promoter statistics, learn to improve them, and create communities of passionate advocates that stimulate innovation. Stories of leading-edge organizations illustrate how the ideas work in practice.

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