|Author||Frederick F. Reichheld|
CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors - customers who complain loudly about the company and switch to competitors at the earliest opportunity. Now loyalty expert Fred Reichheld shows how to reverse the equation, turning customers into promoters who generate good profits and true, sustainable growth. The key is one simple question - Would you recommend us to a friend? - that allows companies to track promoters and detractors and produces a clear measure of an organization's performance through its customers' eyes. In industry after industry, this Net Promoter Score is the single most reliable indicator of a company's ability to grow. 'Ultimate question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Stories from leading-edge organizations illustrate the ideas in practice.