Read E-book The Ultimate Question 2.0 (Revised a

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 <i>detractors</i>, who sully your firm’s reputation and readily switch to competitors, and <i>promoters</i>, who generate good profits and true, sustainable growth.<br /><br />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.<br /><br />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:<br /><br />� Defines the fundamental concept of Net Pro