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