{"product_id":"the-ultimate-question-2-0-revised-and-expanded-edition-how-net-promoter-companies-thrive-in-a-customer-driven-world-revised-expanded","title":"The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World (Revised, Expanded)","description":"In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: \"Would you recommend us to a friend?\" By asking customers this question, you identify \u003ci\u003edetractors\u003c\/i\u003e, who sully your firm's reputation and readily switch to competitors, and \u003ci\u003epromoters\u003c\/i\u003e, who generate good profits and true, sustainable growth. \u003cp\u003e\u003c\/p\u003eYou also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. \u003cp\u003e\u003c\/p\u003eIn this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: \u003cp\u003e\u003c\/p\u003e- Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success\u003cbr\u003e- Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers\u003cbr\u003e- Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business \u003cp\u003e\u003c\/p\u003ePractical and insightful, \u003ci\u003eThe Ultimate Question 2.0\u003c\/i\u003e provides a blueprint for long-term growth and success.","brand":"Harvard Business Review Press","offers":[{"title":"Default Title","offer_id":51944181596391,"sku":"9781422173350","price":35.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0449\/4075\/5096\/files\/imageloader_476bf33b-3ada-4fee-96a1-3c1929c6232c.jpg?v=1775355252","url":"https:\/\/arvidabookco.com\/products\/the-ultimate-question-2-0-revised-and-expanded-edition-how-net-promoter-companies-thrive-in-a-customer-driven-world-revised-expanded","provider":"Arvida Book Co.","version":"1.0","type":"link"}