The Ultimate Question 2.0 (Revised and Expanded Edition)

How Net Promoter Companies Thrive in a Customer-Driven World

By: Fred Reichheld, Rob Markey

Narrated by: Walter Dixon

Length: 8 hrs

Publisher's summary

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. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power.

In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld:

• 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

Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.

©2011 Fred Reichheld and Bain & Company, Inc. (P)2011 Gildan Media Corp

Critic reviews

"[A] wonderful new book." (Forbes.com)

Of course they are right but you don’t really need a survey.

I have always maintained that you can listen to an employee for five minutes and know what type of person they are with customers and ultimately that is what you are trying to measure here. You are just trying to figure out if you and your business are behaving ethically and not being jerks.

This measure is the fad of the day, when everyone learns how to game it then we will be onto the next substitute for actually being nice to each other.

I wish....

I wish all the business leaders read this book. I certainly learned a lot from this book. Thank you for sharing your knowledge.

The tool for a paradigm shift!

The structure of this book and the evidence behind it was the catalyst for a paradigm shift in our organization. Powerful!

Fantastic book, fantastic narration.... 10/10

Loved it. Great narrator. Held my breath till I finished it. Not put down able till finished. Great book.

if your unfamiliar with nps this is your book

the only nack I have on the book is that it could be Summed up in a quarter of the length. over half the book is Customer loyalty stories.

I foresee great improvements in our company as a result of reading

I firmly believe NPS will fill a hole that has been present in our company for a long time and help us scale to a much larger size while continuing to bless our customers.

Pretty Solid Material

What did you love best about The Ultimate Question 2.0 (Revised and Expanded Edition)?

Giving me ideas on how to explain its relevance to the workforce and examples of how its imparted change to happen.

Any additional comments?

Very Worth The Time to listen to.

Great concept. Could have been shorter.

The concept is exceptional but I feel it could have been half as long. Now for the implementation.

Great concept, book too long

Love the concept and the book overall. However it is about 3-4 hours too long. At one point I almost gave up on it as it seemed to drag about 1/2 way in. That said, if you want to learn about NPS (and I suggest you do), it is a very worthwhile listen!

Single question survey, genius

Talk about keeping it simple.

My key takeaway from this book is the power of implementing a single question survey. We have already operated by many of the NPS principles for years, assuming them to be common sense.

But the post transaction survey has never happened. Now it will.