{"product_id":"2940172529382","title":"The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World","description":"\u003cp\u003eIn the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company¿s future: \"Would you recommend us to a friend?¿ By asking customers this question, you identify detractors, who sully your firm¿s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power.\u003c\/p\u003e\u003cp\u003eIn this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld:\u003c\/p\u003e\u003cul\u003e\n\u003cli\u003eDefines the fundamental concept of Net Promoter, explaining its connection to your company¿s growth and sustained success\u003c\/li\u003e\n\u003cli\u003ePresents the closed-loop feedback process and demonstrates its power to energize employees and delight customers\u003c\/li\u003e\n\u003cli\u003eShares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business\u003c\/li\u003e\n\u003c\/ul\u003e\u003cp\u003ePractical and insightful, \u003ci\u003eThe Ultimate Question 2.0\u003c\/i\u003e provides a blueprint for long-term growth and success.\u003c\/p\u003e","brand":"Instructional Systems [Aubrey J. Kline (aka Jim Kline dba Instructional Systems)]","offers":[{"title":"Default Title","offer_id":47116803703024,"sku":"2940172529382","price":27.98,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/2940172529382_p0.jpg?v=1763837618","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/2940172529382","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}