The Ultimate Question 2.0 (Revised And Expanded Edition): How Net Promoter Companies Thrive In A Customer-Driven World Ebook Rar
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
By Fred Reichheld and Rob Markey
Published by Harvard Business Review Press, 2011
Ebook Rar Format: [Download Link]
The Ultimate Question 2.0 is a book that introduces and explains the concept of Net Promoter Score (NPS), a simple metric that measures customer loyalty and satisfaction. The book also shows how companies can use NPS as a management system that drives growth and profitability by creating promoters, customers who are loyal and enthusiastic about the company and its products or services, and reducing detractors, customers who are unhappy and likely to switch to competitors or spread negative word-of-mouth.
The book is divided into two parts. The first part covers the fundamentals of NPS, such as how to measure it, how to interpret it, and how to link it to financial outcomes. The second part provides practical guidance on how to implement NPS in various contexts, such as different industries, geographies, and organizational levels. The book also features case studies of successful NPS practitioners, such as Apple, Enterprise Rent-A-Car, Intuit, Philips, Rackspace, and Virgin Media.
The Ultimate Question 2.0 is a must-read for anyone who wants to understand and improve customer loyalty and retention. The book is written in a clear and engaging style, with plenty of examples and anecdotes that illustrate the power and potential of NPS. The book also offers valuable insights and tips on how to overcome common challenges and pitfalls when applying NPS, such as how to avoid survey fatigue, how to close the feedback loop, how to align incentives and rewards, and how to foster a culture of customer-centricity.
The book is not only useful for managers and executives who want to adopt NPS as a strategic tool, but also for frontline employees who want to deliver better customer experiences and build stronger relationships. The book shows how NPS can empower employees to take ownership of customer issues and solve them creatively and effectively. The book also demonstrates how NPS can foster collaboration and learning across teams and functions, by sharing best practices and celebrating successes.
The Ultimate Question 2.0 is a comprehensive and compelling guide on how to use NPS to transform your company into a customer-driven organization that thrives in a competitive and dynamic market. The book will help you discover the ultimate question that can unlock the true potential of your business: "Would you recommend us to a friend?"