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. 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.

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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. Those organisations with many more promoters than detractors tend to be more successful than others. Furthermore, I hypothesize that a business which promotes its ethical practices as a core reason for operating have a high NPS. First, it claims that customer satisfaction is more important than any ultkmate criterion except profits.

I’d like to read this book on Kindle Don’t have a Kindle? Back-end work must be done to ensure that customers are happy customers and plans must be in place to deliver the This book was required reading for work.

Lists with This Book. This information that a 10 is better than a 9 is reichhed in the formula. December 5, 7: Believable comparisons of companies with both virtues and flaws would have been more instructive. Without the social ethics surrounding the business, TOMS is just another shoe company. It makes some okay points on how to think about your frex, but this is like a lot of other business books in how it extols this one thing as the secret to all success.


Jan 23, Troy Kuhn rated it liked it. So tge key step in refocusing a business on customer relationships is to make the business case for doing so; questioh much is it worth to turn a detractor into a passive or promoter, what would it be worth to raise our relative NPS by 10 points?

Whenever a customer feels misled, mistreated, ignored or coerced, then profits from that customer are bad. About the Author Jerry W.

The Ultimate Question – by Fred Reichheld

The Dual Imperatives The Net Promoter System is like an arch built from two pillars — one economic and the other inspirational. Withoutabox Submit to Film Festivals. In summary, the Ultimate Question is simply another question; it has no magical value, no special meaning, no prescience of success. February 20, 4: Thus, a company will know the satisfaction of its customers by subtracting the detractors from the promoters.

Adopting NPS as solution for driving long-term customer-centric cultural change, rather than a short term program or initiative, and realising the change must touch every part of the organisation.

On a scale ofhow likely are you to recommend [company] to your family and friends? Reichheld is correct in stating that companies should focus on good customers fged learn from all customers.

December 11, 3: Trivia About The Ultimate Ques It is a good proxy for business made by smiles created. He has authored articles for business publications, including eight for the Harvard Business Review.

At first glance, NPS is a customer satisfaction metric, an equation with little connection to ethics.

July 12, 8: Customers who viewed this item also viewed. Validate that Scores Link to Behaviours. Jun 25, Grumpus rated it liked it Shelves: Not only does the NPS provide a simple decision heuristic — the Golden Rule — that can be used be used to inform decisions across every level of the organisation, the NPS also hardwires the voice of the customer into the organisation by providing creating customer feedback loops at the front line, mid and senior management levels.


Beyond that, ultimmate book provides an in-depth review of the flaws inherent to most surveys and feedback channels. I have not thought about bad profits till I read this book.

Fred Reichheld

There is much to like ultimaet this book and the development of the NPS Net Promoter Score method for determining who the promoters of a business are and who are the detractors. But first, the book also recaps the whole premise of building a loyalty-based culture But many simply don’t buy into the underlying premise that building customer loyalty is achievable, even desirable, in today’s business environment.

It requires having the CFO embrace NPS, and understand why investment in loyalty makes good business sense — and why good profits are more valuable than bad profits.

By using this site, you agree to the Terms of Use and Privacy Policy. If you are not getting feedback from a representative sample of your target population, don’t be surprised when reihheld is very skewed up or down. Moreover, short, simple scales work well on PCs, tablet computers, and smartphones.