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The Ultimate Question: Driving Good Profits and True Growth | |||||||
 
| 80% Recommended by our customers. Publisher: Harvard Business School Press Catalog: Book Release date: 2006-03-02 Media: Hardcover Number of pages: 210 Ean: 9781591397830 Book Isbn: 1591397839  Tip: compare prices with similar booksAuthor:
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| Professional Review: |
| 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. Based on extensive research, "The Ultimate Question" shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice. Practical and compelling, this is the one book - and the one tool - no growth-minded leader can afford to miss. |
| User Reviews: |
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Written on June 27, 2007 Summary: Broken Record Overall the book is great. It has a lot of great examples, though I think it could have gone more in depth about what they did with the NPF score once they figured it out. Otherwise it really is a very broken record book as the author repeats himself a great many times with the NPF is so important...and the examples are so similiar because he doesn't really show what they did with the NPF score after they found it. What did they do to make the company better? Show what is beneficial in finding an NPF score, the ideas to use the NPF, it can't simply be one after another of this great big company used the NPF score system and turned their company into this. How? How did they use the NPF to turn the company into what it is today?  Written on May 15, 2007 Summary: NPS, finally a customer service score I can use The Ultimate Question is compelling to read. Alright, so I listened to it. Then I went out and bought five more copies for the senior people on my team. This question (and the supporting elements) have already begun to ripple out and have an impact upon our organization. Would you refer us to your friend or family member? It places accountability upon the person being asked at a completely different level. Talk about amping it up. The second, and in many way more important element, is tracking this effort with the same level of dilligence and seriousness of your accounting or financials. Actually making this a metric you track with results that work their way toward forecasted revenue is huge. It justifies the effort of trying to track it in the first place. And of course at the end of the day we get to delight our customers which is why most of us started our businesses in the first place. We're learning what we can do better and reacting to it more quickly...probably because we respect the NPS system more than we ever did our customer satisfaction surveys. I can only imagine how our organization and our work product will be over the long term. An excellent cornerstone element! Written on April 25, 2007 Summary: Exceptional The key to this book's central idea is that you can REPLACE a large handful of other questions with this single question, so people will actually give you feedback. With a longer set of questions, you only get answers from people who enjoy filling out questionnaires! With this single powerful metric, you can watch your company go toward or away from customers. I plan on aiming part of my business in this exciting direction. Written on March 8, 2007 Summary: The Ultimate Answer The work in this book describes the challenges all businesses face in establishing and maintaining authentic relationships with customers. The ultimate question, while simple, is a challenge of significant proportions. The challenge is for every business member living company values to the extent that their customers are thrilled with their relationship and their experience of the company. It is the logical compliment to six sigma. The knowledge in this book lived will lead to just and dynamic performance on the part of the whole company. This is easy reading, full of solid examples. The Ultimate Question is required reading for every business leader at all echelons. Written on February 20, 2007 Summary: Powerful message based on common sense This surprising book offers a powerful message based on common sense: Companies that treat their customers ethically and honestly will build a dedicated client base, and thus grow steadily and earn "good profits." The opposite lesson is that companies that take advantage of their customers through predatory pricing or shoddy products earn "bad profits" while building an army of disenchanted buyers who tell their friends to stay away. Fred Reichheld makes his point in black and white: Rip off your customers at your peril. He amply illustrates his message with powerful case studies, and includes details about using the "ultimate" question - "How likely is it that you would recommend this business to a friend or colleague?" - and the resulting "Net Promotor Score" to identify your best customers. We commend this book to service or product providers who want to achieve solid growth by nurturing their core consumers. |
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| Our price | $19.77 | $12.21 | $19.77 | $12.89 | $19.79 | $20.75 |
| List price | $29.95 | $17.95 | $29.95 | $18.95 | $29.99 | $29.95 |
| Lowest used price | $7.61 | $1.99 | $15.78 | $1.49 | $8.24 | $12.95 |
| Lowest new price | $13.33 | $2.00 | $15.77 | $5.94 | $11.80 | $15.00 |
| Collectible price | $29.95 | $16.95 | - | - | $27.50 | $29.95 |
| Catalog | Book | Book | Book | Book | Book | Book |
| Release date | 2006-03-02 | 2001-09-15 | 2006-04-26 | 2003-07-03 | 2001-10-16 | 2005-02-03 |
| Media | Hardcover | Paperback | Audio CD | Paperback | Hardcover | Hardcover |
| Format | - | - | Audiobook, Unabridged | - | - | - |
| Number of pages | 210 | 323 | - | 240 | 300 | 256 |
| Ean | 9781591397830 | 9781578516872 | 9781929494958 | 9781591393245 | 9780066620992 | 9781591396192 |
| Book Isbn | 1591397839 | 1578516870 | 1929494955 | 1591393248 | 0066620996 | 1591396190 |
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