{"product_id":"the-ultimate-question-20-fred-reichheld-9781422173350","title":"Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Revised, Expanded)","description":"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 \u003ci\u003edetractors\u003c\/i\u003e, who sully your firm's reputation and readily switch to competitors, and \u003ci\u003epromoters\u003c\/i\u003e, who generate good profits and true, sustainable growth. \u003cp\u003e\u003c\/p\u003eYou 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. \u003cp\u003e\u003c\/p\u003eIn 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: \u003cp\u003e\u003c\/p\u003e- Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success\u003cbr\u003e- Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers\u003cbr\u003e- Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business \u003cp\u003e\u003c\/p\u003ePractical and insightful, \u003ci\u003eThe Ultimate Question 2.0\u003c\/i\u003e provides a blueprint for long-term growth and success.\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Fred Reichheld\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1422173356\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781422173350\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Harvard Business Review Press\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 09\/20\/2011\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 304\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Hardcover\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 1.15lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.30h x 6.40w x 1.20d\u003cbr\u003e\u003cbr\u003e\u003cb\u003eReview Citation(s): \u003c\/b\u003e\u003cbr\u003e\u003ci\u003eReference and Research Bk News\u003c\/i\u003e 12\/01\/2011 pg. 81","brand":"Fred Reichheld","offers":[{"title":"Hardcover","offer_id":44051581468927,"sku":"9781422173350","price":35.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_8eafe255-d7ef-4a71-9e00-579d48a050bb.jpg?v=1685013938","url":"https:\/\/www.whiterainbookhouse.com\/products\/the-ultimate-question-20-fred-reichheld-9781422173350","provider":"WR Book House","version":"1.0","type":"link"}