New from the best-selling HBR's 10 Must Reads series. Stop pushing products - and start cultivating relationships with the right customers. If you listen to nothing else on marketing that delivers competitive advantage, hear these 10 articles. We've combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you reinvent your marketing by putting it - and your customers - at the center of your business.
"good book but not groundbreaking"
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 detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.You also generate a vital metric: your Net Promoter Score.
"Single question survey, genius"
In this revolutionary management audiobook, Fred Reichheld reduces all business success into one question. "Would you recommend this business to a friend?" According to Reichheld, this measure of customer satisfaction should be at the heart of all strategic decisions made by every company. He presents compelling case studies to show how customer satisfaction is more important than any business criterion besides profits.
"An awakening message"