Frederick F. Reichheld (born , Cleveland) is a New York Times best-selling author, (), and The Ultimate Question: Driving Good Profits and True Growth (). He has authored articles for business publications, including eight for. These were the assertions in the book The Ultimate Question by Fred Reichheld, a Bain & Company consultant. The same assertions were repeated and. Fred Reichheld. · Rating details · ratings · 54 reviews. Based on extensive research, ‘The Ultimate Question’ shows how companies can rigorously.

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The Ultimate Question 2.0

Whenever the customers have an opportunity to leave this company, they will. He speaks on loyalty and other business topics at management conferences and similar events. Dec 14, Donovan Richards rated it really liked it.

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Harvard Business School Press. The NPS counts a 10 answer and a 9 answer as equal. If someone answers with a 10 or a 9 rating, it would seem defensible to classify them as Promoters i. Highly readable book supported by case studies, though slightly repetitive.

Apr 08, Dan Graham rated it really liked it Shelves: A very simple and easy read. It’s a book you can quickly skim through and still walk away with the gist, which is this–if you want your business to make more money, you need to ask your customers on a regular basis if they are willing to refer you to their friends, family, associates, etc. The 10 and 9 ratings are grouped jltimate and called Promoters green in the chart. Jan 23, Troy Kuhn rated it liked it.

The Dual Imperatives The Net Promoter System is like an arch built from two pillars — one qestion and the other inspirational. Bad Profits, Good Profits and the Ultimate Question Customer-centricity is the path to growth because it drives customer loyalty, helping make a company mission-driven as well as profit-driven. December 5, 7: Views Read Edit View history.


The Ultimate Question® And the Net Promoter® Score

Be the first to ask a question about The Ultimate Question. Rsichheld 20, 4: Back-end work must be done to ensure that customers are happy customers and plans must be in place to deliver the ultimate customer experience to your clients.

Bain and Associates did research to determine which of several potential questions best relate to increased loyalty. A solid introduction to the Net Promoter Score methodology of performance reporting that falls into a common trap: Jul 13, Steve rated it it was ok. This is a fast and light read for anyone tasked with focusing growth on customer happiness within a company questioh.

Fred Reichheld – Wikipedia

Reichheld, however, believes that these profit-oriented measurements force business leaders to become addicted to bad profits. Also, the 10 point scale recommended by the author, while intuitively attractive doesn’t appeal from a practitioner stan Good for understanding the importance of customer ultimaate and establishing sound scorecard systems for tracking an aspect of organizational success over time.

Feb 02, Sonny rated it really liked it Recommends it for: More research is in order, but a link between ethics and high profits seems plausible. This means that questionnaires should be simple, concise, and relevant.

Every company would want better relationships with customers if these relationships were free, but high-quality relationships are not free — they require investment, and reducing reliance on bad profits. Refresh and try again.

This is an excellent book to read for anyone who is trying to find a way to measure true performance in a business environment. Often times, good ethics does equal high profits, but such reichheod statement should never paint broad strokes.

This books has some great concepts for making customers happy, but it could use some serious condensing.


Dec 03, Adam Decker rated it liked it. The case studies are great but not necessary to get the point across. Occasionally, the right decision costs a firm extensive money.

The Ultimate Question: Driving Good Profits and True Growth

I can see this becoming more and more important as media gets diffuse and people questuon more about their purchases. On a scale ofhow likely are you to recommend [company] to your family and friends? Transform your employees into passionate advocates Next post: Long, complicated scales should be avoided.

My opinion, the first 3 to 4 chapters explain everything. Books by Fred Reichheld.

We thought he did a great job, so we asked him if we could reproduce it here: American non-fiction questuon Business speakers American business theorists Writers from Cleveland Harvard Business School alumni births Living people 20th-century American businesspeople American business biography, s birth stubs. Most of the examples in the book didn’t even use the “ultimate” question.

This article may not be copied, published, or used in any way without written permission of Decision Analyst. Nice match with “How to Measure Anything” too. Choose a scale and stick to it, Principle 3: Thus, a rsichheld will know the satisfaction of its customers by subtracting the detractors from the promoters.

In summary, the Ultimate Question is simply another question; it has no magical value, no special meaning, no prescience of success. But I argue that serving customers is a task that orients a company toward ethics. I think the point could be well communicated in an article, the book merely backs up the point with data and anecdotes.