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The Ultimate Question 2.0 (Revised and Expanded Edition)
- How Net Promoter Companies Thrive in a Customer-Driven World
- Narrated by: Walter Dixon
- Length: 8 hrs
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The Ultimate Question 2.0 (Revised and Expanded Edition)
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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.
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What listeners say about The Ultimate Question 2.0 (Revised and Expanded Edition)
Average Customer RatingsReviews - Please select the tabs below to change the source of reviews.
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Overall2 out of 5 stars
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Performance4 out of 5 stars
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Story2 out of 5 stars
- Douglas
- 2013-04-01
No substance
What could have made this a 4 or 5-star listening experience for you?
Some material around how to set up NPS in a business.
Would you ever listen to anything by Fred Reichheld and Rob Markey again?
Yes -I love the NPS System. Unfortunately this book is 80% anecdotes about businesses that have successfully implemented it. Also, the vast majority were huge companies.
Would love to see some info on how startups or small companies can implement NPS.
What about Walter Dixon’s performance did you like?
Well read -good voice.
Any additional comments?
My company has used NPS for 3 years so I love the concept. The book was interesting for a while as it's well read and some of the stories are interesting. Would have preferred some more meat around how to properly implement the system and less success stories.
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2 people found this helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Dustan
- 2016-10-10
Single question survey, genius
Talk about keeping it simple.
My key takeaway from this book is the power of implementing a single question survey. We have already operated by many of the NPS principles for years, assuming them to be common sense.
But the post transaction survey has never happened. Now it will.
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1 person found this helpful
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Overall1 out of 5 stars
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Performance1 out of 5 stars
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Story1 out of 5 stars
- Douglas Kerwin
- 2013-06-07
Love the NPS strategy but boy is this is a sleeper
I only made it half way through, this was just boring as hell. After you get the nuts and bolts of how NPS works it's just a very slow delivery of examples. The narrator doesn't help liven it up any. I just couldn't bare to continue. However I do believe in and highly recommend the NPS busines strategy. Just don't expect to be whisked away by this story.
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1 person found this helpful
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Overall4 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- super_Dad
- 2013-03-04
Pretty Solid Material
What did you love best about The Ultimate Question 2.0 (Revised and Expanded Edition)?
Giving me ideas on how to explain its relevance to the workforce and examples of how its imparted change to happen.
Any additional comments?
Very Worth The Time to listen to.
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1 person found this helpful
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- MICHAEL
- 2023-03-31
The Ultimate Cheatcode
One of the Top 5 Books you need to remain at the tip of the tongue of your customers.
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Overall4 out of 5 stars
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Performance4 out of 5 stars
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Story5 out of 5 stars
- BBB
- 2020-12-27
I wish....
I wish all the business leaders read this book. I certainly learned a lot from this book. Thank you for sharing your knowledge.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- Anonymous User
- 2019-03-30
Fantastic book, fantastic narration.... 10/10
Loved it. Great narrator. Held my breath till I finished it. Not put down able till finished. Great book.
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Overall3 out of 5 stars
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Performance5 out of 5 stars
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Story3 out of 5 stars
- PictureGuy
- 2019-01-28
Of course they are right but you don’t really need a survey.
I have always maintained that you can listen to an employee for five minutes and know what type of person they are with customers and ultimately that is what you are trying to measure here. You are just trying to figure out if you and your business are behaving ethically and not being jerks.
This measure is the fad of the day, when everyone learns how to game it then we will be onto the next substitute for actually being nice to each other.
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Overall5 out of 5 stars
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Performance5 out of 5 stars
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Story5 out of 5 stars
- D. A. Hahn
- 2018-11-12
The tool for a paradigm shift!
The structure of this book and the evidence behind it was the catalyst for a paradigm shift in our organization. Powerful!
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Overall4 out of 5 stars
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Performance3 out of 5 stars
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Story3 out of 5 stars
- Amazon Customer
- 2018-10-11
Great concept. Could have been shorter.
The concept is exceptional but I feel it could have been half as long. Now for the implementation.
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