The Ultimate Question: Driving Good Profits and True Growth |  | Author: Fred Reichheld
Publisher: Harvard Business Press
Category: Book
List Price: $32.95
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Rating:  73 reviews
Sales Rank: 4088
Media: Hardcover
Edition: 1
Pages: 210
Number Of Items: 1
Shipping Weight (lbs): 1.1
Dimensions (in): 9.7 x 6.5 x 1
ISBN: 1591397839
Dewey Decimal Number: 658.1554
EAN: 9781591397830
ASIN: 1591397839
Publication Date: March 2, 2006
Availability: Usually ships in 1-2 business days
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Product Description
One Question Can Determine Your Businesss Future. Do You Know the Answer? CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractorscustomers who complain loudly about the company and switch to competitors at the earliest opportunity. Now loyalty expert Fred Reichheld shows how to reverse the equation, turning customers into promoters who generate good profits and true, sustainable growth. The key: one simple questionWould you recommend us to a friend?that allows companies to track promoters and detractors and produces a clear measure of an organizations performance through its customers eyes. In industry after industry, this "Net Promoter Score" is the single most reliable indicator of a companys ability to grow. Based on extensive research, The Ultimate Question shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice. Practical and compelling, this is the one bookand the one toolno growth-minded leader can afford to miss.
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| Customer Reviews:
Showing reviews 1-5 of 73
 NPS, finally a customer service score I can use May 15, 2007
Eric Bauswell (Santa Clara, CA United States)
11 out of 11 found this review helpful
The Ultimate Question is compelling to read. Alright, so I listened to it. Then I went out and bought five more copies for the senior people on my team. This question (and the supporting elements) have already begun to ripple out and have an impact upon our organization. Would you refer us to your friend or family member? It places accountability upon the person being asked at a completely different level. Talk about amping it up.
The second, and in many way more important element, is tracking this effort with the same level of dilligence and seriousness of your accounting or financials. Actually making this a metric you track with results that work their way toward forecasted revenue is huge. It justifies the effort of trying to track it in the first place.
And of course at the end of the day we get to delight our customers which is why most of us started our businesses in the first place. We're learning what we can do better and reacting to it more quickly...probably because we respect the NPS system more than we ever did our customer satisfaction surveys.
I can only imagine how our organization and our work product will be over the long term.
An excellent cornerstone element!
Exceptional April 25, 2007
David Siegel (New York, ny United States)
7 out of 7 found this review helpful
The key to this book's central idea is that you can REPLACE a large handful of other questions with this single question, so people will actually give you feedback. With a longer set of questions, you only get answers from people who enjoy filling out questionnaires! With this single powerful metric, you can watch your company go toward or away from customers. I plan on aiming part of my business in this exciting direction.
Correct your company's course November 12, 2007
William A. Hunt (Cornelius, NC United States)
7 out of 7 found this review helpful
This is the first career/business development type book that truly kept me interested from cover-to-cover. Reading it will define your Jerry Maguire moment and you wonder how your business got the point it has without this being on the forefront of everyone's minds. How do companies truly "grow". Follow this book.
Best way to measure customer satisfaction levels! November 26, 2007
Brian Shannon (Charlotte, NC USA)
7 out of 7 found this review helpful
This is the best book I have ever seen in terms of providing the simplest way to measure the satisfaction level of a customer. Not only does the ultimate question provide that, it also is quick/easy for clients to complete. That is also important. There is lots of data to support the effectiveness of the ultimate question, which adds to its credibility. I have successfully used this methodology in our business and have received good feedback.
Simplistic or Brilliant? Depends if you `buy in' to the concept that loyal customers are better for business. January 23, 2007
David Laws (PA USA)
6 out of 6 found this review helpful
If it was author Fred Reichheld's intention to generate discussion and debate around the benefits of customer loyalty then this book has proven to be the ideal way to achieve that.
Look at the variety and range of perspectives offered by the reviews and articles this book has generated and the emotions attached.
So, if you want to understand the hype you have just got to read the book and make your own judgment. But it really depends on what perspective you bring to the opening pages.
I `buy in' to the argument that loyalty is great for business, so I found the book easy to read and understand and incredibly helpful. The argument is well crafted and supported, and with enough `detail' and case studies to support and reinforce my point of view. The underlying concept being that every organisation has both `detractors' and `promoters' and the objective of every company should be to grow the number of promoters whilst eliminating detractors. Those organisations with many more promoters than detractors tend to be more successful than others.
But many simply don't buy into the underlying premise that building customer loyalty is achievable, even desirable, in today's business environment. I'm not sure that this book will change their perspectives. Much of the data could be described by some, as `soft', `open to misinterpretation' even questionable but it is certainly an intriguing proposition.
Then of course, there is the whole concept that by merely asking one question - The Ultimate Question - will give you a useful insight into the health of your company. Is it really that simple?
Make your own judgment. For me though, The Net Promoter Score is a useful measure that has application in most industries and could be a terrific lead indicator. Would I `bet the farm' on this as the only measure? I don't think so!
Do I want to know the ratio of my company's Promoters to Detractors? You bet.
Showing reviews 1-5 of 73
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