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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World Hardcover – Sep 20 2011


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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World + Answering the Ultimate Question: How Net Promoter Can Transform Your Business
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Product Details

  • Hardcover: 304 pages
  • Publisher: Harvard Business Review Press; Revised and expanded ed edition (Sept. 20 2011)
  • Language: English
  • ISBN-10: 1422173356
  • ISBN-13: 978-1422173350
  • Product Dimensions: 2.5 x 15.9 x 24.1 cm
  • Shipping Weight: 544 g
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (6 customer reviews)
  • Amazon Bestsellers Rank: #58,284 in Books (See Top 100 in Books)

Product Description

Review

“This year, Reichheld, who is a fellow at Bain & Company as well as the founder of its loyalty practice, and Rob Markey, head of the company's global strategy and marketing practice, published The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, an updated and expanded version of The Ultimate Question. The original lit the spark for the Net Promoter fire in 2006.” — CRM magazine

“wonderful new book” – FORBES.com

“A variety of companies have started using this: Charles Schwab, Apple, Progressive, Virgin Media, and more. Check out the book and see how to use it for your company.” – 800 CEO READ

About the Author

Fred Reichheld is a Fellow at Bain & Company. He is the bestselling author of The Loyalty Effect, published by Harvard Business Review Press, as well as numerous articles published in Harvard Business Review. Rob Markey is a partner and director in Bain & Company’s New York office and head of the firm’s global Customer Strategy and Marketing practice.

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Format: Hardcover Verified Purchase
Very informative with good insight into the process. Excllent resource for our team as we consider doing NPS for our company.
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By STEPHANE MALO on Nov. 4 2013
Format: Hardcover Verified Purchase
This book is a must read from the bottom to the highest level of your company. Time to understand and pratice what you preach.
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By Tasha0202 on Sept. 21 2013
Format: Hardcover
Bought this book to read for work. Pretty good read, lots of real life examples of how the theory is successful. Met my expectations.
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