Updated : Oct 07, 2019 in Education


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. 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.

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Oct 14, Chip Miller rated it really liked it Shelves: The individual numbers on the to-0 answer scale except for the endpoints are not labeled or defined. And Detractors are unhappy customers trapped in a bad relationship. Refresh and try again. A great book about the power of customer service to influence repeat purchasing, word of mouth and order values.

How likely is it that you would recommend this company to a friend or colleague? To know this, companies need to segment customers by customer type, measure on these dimensions and then compare the outcomes.

Most of the examples in the book didn’t even use the “ultimate” question. It talks about the same things, over and over — NPS is actually a pretty simple concept — and goes into case study after case study.

The Ultimate Question 2.0

Adopting NPS as solution for driving long-term customer-centric cultural change, rather than a short term program ultimqte initiative, and realising the change must touch every part of the organisation. But then that’s the answer to another ultimate question, isn’t it? An alternative to cocker spaniels,” The Economist, August 23, In fact, will be working to apply to mine.


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By the way, did you know that Reichheld worked at Bain Capital? This information that a 10 is better than a 9 is lost in the formula.

Most satisfaction questionnaires are much too long. But, seriously, this didn A solid introduction to the Net Promoter Score methodology of performance reporting that falls into a common trap: Reichheld is correct in stating that companies should focus on good customers and learn from all customers. The Ultimate Question 2.

The books, the publicity, the conferences, and the favorable press have elevated NPS to almost mythical status, the holy grail of business success. Thus, a company will know the satisfaction of its customers by subtracting the detractors from the promoters.

Bain and Associates did research frwd determine which of several potential questions best relate to increased loyalty.

Part 2 Getting Results Chapter 6: In addition the author puts forward a loose framework for testing loyalty not as convincing as the loyalty case The author also wrote Loyalty Rules: His most recent book, The Ultimate Question 2. Feb 02, Sonny rfichheld it really liked it Recommends it for: Due to my position within the company I wanted to learn more about the Net Promoter Score and how it can benefit my organization.

Were it not for that perhaps I would have given reicjheld a lower score Retrieved from ” https: December 5, 7: Want to Read saving….

The Ultimate Question® And the Net Promoter® Score

Good question but the book read like a sales brochure and could have been half the length. Whenever a customer feels misled, mistreated, ignored or coerced, questiin profits from that customer are bad. In dealing with these opportunities and challenges it is important to keep front of mind the purpose of the Net Promoter System — as a solution for creating a customer-centric organisation that prioritises customer loyalty with decisions that enrich lives, rather than diminish them.


The evidence given for the validity of this simple concept of determining a companies effectiveness is very convincing. A business need not be overtly ethical in order to serve customers; it only needs to practice the golden rule of treating others as it would wish to be treated in order to obtain a high NPS.

The Net Promoter Score formula is imprecise because of lost information. In reichhelf to find out whether a company holds satisfied customers, only one question needs to be asked. There is much to like about 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.

The Ultimate Question: Driving Good Profits and True Growth by Fred Reichheld

Jul 20, Charles Thornton rated it it was amazing. If someone answers with a 10 or a 9 rating, it would seem defensible to classify them as Promoters i. Since financial metrics are easy to produce and easy to read, managers often make decisions strictly based on financials.