The Ultimate Question 2.0 (Revised and Expanded Edition)

  • by Rob Markey, Fred Reichheld
  • Narrated by Walter Dixon
  • 8 hrs and 5 mins
  • Unabridged Audiobook

Publisher's Summary

In 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.
In 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:

Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success
Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers
Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business
Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.


What the Critics Say

"[A] wonderful new book." (


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Customer Reviews

Most Helpful

Ensure you keep your good customers!

In a recession where the focus is on budgets you need to be able to prove that you are giving value rather than being a cost. NPS is the best way I have seen of ensuring you understand what the Customer thinks of you. I have never seen something so simple be so effective and when incorporated in products like CustomerGauge(tm) all the hard work is taken out of making the data into information.

If you believe that the Customer is King you need to read this to ensure that they feel that they are important.
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- James

Great read, very insightful

This book helps to solidify ones understanding in a way that is easy to understand and listen to, the references to real world companies and their experiences of implementing NPS is valuable. Great book.
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- Gary

Book Details

  • Release Date: 07-11-2011
  • Publisher: Gildan Media, LLC