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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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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: #41,413 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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Most helpful customer reviews

Format: Audio CD Verified Purchase
Great content. Could absolutely move your company along the road to success if these principles are applied.

A bit long and wordy - could have been more powerful with more editing. All the same I am grateful to the author for putting this out in the world.
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By Seb on Feb. 19 2012
Format: Hardcover
Très bon livre qui fait comprendre l'importance de la loyauté et surtout comment la mesurer. Des exemples d'entreprises concrètes dans un langage simple et efficace. Bref un ouvrage parfait pour les gestionnaires.
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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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