The Ultimate Question: Driving Good Profits and True Growth

Front Cover
Harvard Business School Press, 2006 - Business & Economics - 211 pages
CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors - customers who complain loudly about the company and switch to competitors at the earliest opportunity. Now loyalty expert Fred Reichheld shows how to reverse the equation, turning customers into promoters who generate good profits and true, sustainable growth. The key is one simple question - Would you recommend us to a friend? - that allows companies to track promoters and detractors and produces a clear measure of an organization's performance through its customers' eyes. In industry after industry, this Net Promoter Score is the single most reliable indicator of a company's ability to grow. 'Ultimate question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Stories from leading-edge organizations illustrate the ideas in practice.

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LibraryThing Review

User Review  - gauravrekhi - LibraryThing

As a methodology and philosophy - very strong. As a book however relatively very weak. I am a strong believer in the philosophy and methodology and hence the book is important for me - but I really think Reichheld needs a new version with lots more examples and lots more discussions. Read full review

The Ultimate Question answered

User Review  - JoeLet - Borders

The Ultimate Question is a very good description of why using the Net Promoter Score is very good idea for all size companies. The book does come up a little short in describing corrective actions an organization can use to transition detractors into promoters. Read full review

About the author (2006)

Fred F. Reichheld is a director of Bain & Co., a consulting firm in Boston. His books include The Loyalty Effect (1996), Loyalty Rules! (2001), The Ultimate Question: Driving Good Profits and True Growth (2006) and The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (2011).

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