The Ultimate Question - Fred Reichheld
* This book is available at LoDingo.com *Drive good profits and true growth using Reichheld’s suggestions for better customer service!
In this revolutionary management book, Fred Reichheld reduces all business success into one question. "Would you recommend this business to a friend?"
According to Reichheld, this measure of customer satisfaction should be at the heart of all strategic decisions made by every company. He presents compelling case studies to show how customer satisfaction is more important than any business criterion besides profits.
You'll learn how financial pressures have caused some executives to sacrifice true customer satisfaction in exchange for "bad profits." Such short-sightedness undermines long-term growth and success.
The Ultimate Question offers hands-on guidance on how to:
- Distinguish good profits from bad
- Measure NPS and benchmark performance against world-class standards
- Quantify the economic value generated by customer word of mouth
- Assign accountability for improving customer relationships
- Identify core customers and set priorities for strategic investments
- Move customers beyond mere satisfaction - to true loyalty
- Create communities of passionate advocates that stimulate innovation and growth
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