by Frederick F. Reichheld · Tapa dura · ISBN 9781591397830
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«The Ultimate Question: Driving Good Profits and True Growth» is the business essay by Fred Reichheld (Harvard Business School Press, hardcover, in English).
Reichheld starts from research into why many companies fail to meet their growth targets: they rely on 'bad profits', which drive customers away and hinder expansion. The book explains how companies can measure the Net Promoter Score (NPS), why satisfaction surveys are not enough, and how to turn customers into enthusiastic promoters who drive innovation and profitable growth.
Published in 2006; the cover includes a The Wall Street Journal bestseller badge.
For executives, marketing professionals and customer experience managers who want to orient their strategies with a loyalty metric.
