In this thoroughly updated and expanded edition of his landmark book, Fred Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter System℠ into a full-fledged management system that drives extraordinary financial and competitive results.
With trademark clarity, Reichheld and Markey:
| Define the fundamental concept of Net Promoter System, explaining its connection to your company's growth and sustained success |
| Present the closed-loop feedback process and demonstrate its power to energize employees and delight customers |
| Share new and compelling stories of companies that have transformed their performance by putting Net Promoter System at the center of their business |
Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.
Preview The Ultimate Question 2.0
