The Ultimate Question offers hands-on guidance on how to:
- Distinguish good profits from bad
- Measure NPS and benchmark performance against world-class standards
- Quantify the economic value generated by customer word of mouth
- Assign accountability for improving customer relationships
- Identify core customers and set priorities for strategic investments
- Move customers beyond mere ìsatisfactionî to true loyalty
- Create communities of passionate advocates that stimulate innovation and growth
Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.
About the Author - Fred Reichheld
Fred Reichheld is Director Emeritus and Fellow at Bain & Company, and is the bestselling author of The Loyalty Effect and Loyalty Rules.