Books

The Ultimate Question

The Ultimate Question

Driving Good Profits and True Growth

By Fred Reichheld

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About the Author

About the Author

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The Ultimate Question 2.0

In this thoroughly updated and expanded edition, Fred Reichheld and Rob Markey explain how practitioners have built Net Promoter System into a full-fledged management system that drives extraordinary financial and competitive results.

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What Others Are Saying

What Others Are Saying

The ultimate question yields a powerful metric to promote golden-rule behavior and generate profits a company can be proud of. Hats off to Reichheld for a compelling argument, lucid prose, and actionable concepts that every manager can immediately put to use!

Lynn Paine, Professor, Harvard Business School

 

Fred Reichheld is at the forefront of helping organizations understand the importance of customer loyalty in driving performance. All companies should ask their customers what Fred calls 'the ultimate question.'

Ken Chenault, former CEO, American Express

 

The Ultimate Question reveals a radically simple, but incredibly valuable, formula for achieving profitable growth. Every business should test itself against this measure and use the wisdom in this book to pass the exam.

Jack Brennan, former CEO, Vanguard

Related Publications

Related Publications

The Ultimate Question 2.0

The Ultimate Question 2.0

A No. 1 best seller, The Ultimate Question 2.0 showcases leading brands that are using the Net Promoter System® to revolutionize the customer experience.

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Loyalty Rules!

Loyalty Rules!

Superior leaders use six bedrock principles of loyalty to take the high road in business—the only road that leads to lasting success.

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The Loyalty Effect

The Loyalty Effect

Even a small improvement in customer retention can double profits in your company.

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