{"product_id":"9781422173350","title":"The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World","description":"\u003cbr\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 \u003ci\u003edetractors\u003c\/i\u003e, who sully your firm’s reputation and readily switch to competitors, and \u003ci\u003epromoters\u003c\/i\u003e, who generate good profits and true, sustainable growth.\u003cp\u003eYou 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\u003cp\u003e• Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success\u003cbr\u003e• Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers\u003cbr\u003e• Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business\u003c\/p\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":"Harvard Business Review Press","offers":[{"title":"Default Title","offer_id":47028747632880,"sku":"9781422173350","price":35.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781422173350_p0.jpg?v=1763741003","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781422173350","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}