Publications
Publications
- 2011
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
By: Fred Reichheld and Rob Markey
Abstract
Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business.
*Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers.
*Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business.
Keywords
Customer Centric Initiative; Customer Defection; Customer Engagement; Customer Experience; Customer Focused Organization; Customer Focus and Relationships; Customer Satisfaction; Customer Value and Value Chain; Network Effects
Citation
Reichheld, Fred, and Rob Markey. The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World. Boston, MA: Harvard Business Review Press, 2011.