Is NPS really the ultimate predictor of success? Calling an 8 or a 7 rating Passives is highly questionable. This open-ended prompt gives the customer the opportunity to explain and complain; it communicates that you are really interested in the customer and his or her experiences; and it conveys that your company is really listening. No, I listened to it over several days when I had time. I do find it difficult to believe, however, that more businesses did not already know the importance of the one big question:

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It offers a concise, step-by-step, proven strategy for coming to mutually acceptable agreements in every sort of conflict – whether it involves parents and children, neighbors, bosses and employees, customers or corporations, tenants or diplomats.

American non-fiction writers Business speakers American business theorists Writers from Cleveland Harvard Business School alumni births Living people 20th-century American businesspeople American business biography, s birth stubs.

Bad profits are about extracting value from customers, not creating value. Most satisfaction questionnaires are much too long.

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

We thought he did a great job, so we asked him if we could reproduce it here:. The approach proves itself empirically, as companies across industries show correlation between between NPS score and growth. Marian Hanganu Ploiesti, Romania Thus, a uptimate will know the satisfaction the ultimate question by fred reichheld its customers by subtracting the detractors from the promoters.


In order to find out whether a company holds satisfied customers, only one question needs to be asked. Bad profits arise when companies save money by delivering a lousy customer experience. He serves on the board of directors for Rackspace and FirstService and is an investor and advisor for Promoter.

Navy, Covey and his team have worked with more thanpeople the ultimate question by fred reichheld hundreds of organizations to improve performance, identifying and honing four secrets of perfect execution: I am not much of a book reader and was given the assignment to read the book by my company.

Jan 27, Mark Fallon rated it it was ok. Hardwiring NPS monitoring feedback quwstion key decision processes quesyion integrating it into operational priorities throughout the organisation to create closed-loop learning and improvement. The 8 and 7 ratings are called Passives yellow on the chart aboveand those who give a rating of 6 or below are called Detractors red.

Calling an 8 or a 7 rating Passives is highly questionable. Reichheld, however, believes that these profit-oriented measurements force business leaders to become addicted to bad profits. Uqestion the Author Jerry W. So all of the information in an 8 or a 7 answer is lost, and the sample size is reduced because these individuals are not counted a smaller sample size increases statistical error.

If you manage a business, you owe it to yourself, your employees, and your customers to read The Ultimtae Question.

The Ultimate Question

Pull The Organisation Together 3. Languages Deutsch Edit links. You’ll learn how financial pressures have caused some executives to sacrifice true customer satisfaction in exchange for “bad profits”. From finding a market for overpriced Playboy magazines among his junior high classmates, to buying real estate on the cheap after a market crash, to investing in often unglamorous industries with long-term value, Zell acts the ultimate question by fred reichheld on supply and demand trends to grab the first-mover advantage.


His most recent book, The Ultimate Question 2. In other words, not treating it as a metric, or parallel program is critical to success 3. If you have read the original version, then you’ll love this new expanded queshion updated one. Great read and resource to help you set an effective and measurable customer strategy.

You can’t bully people into buying a crummy product with advertising anymore.

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 “net promoter score” is the percentage of promoters minus the percentage of detractors.

The Ultimate Question – by Fred Reichheld

But the commitment required is substantial too. I’m not sure the concept justifies the existence of an entire book. Just a moment while we sign you in to your Goodreads account.