The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

  • 8h 40s
  • Fred Reichheld, Rob Markey
  • Gildan Media
  • 2011
  • 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

In this Audiobook

  • Chapter 1: Bad Profits, Good Profits, and the Ultimate Question
  • Chapter 2: The Measure of Success
  • Chapter 3: How NPS Drives Profitable Growth
  • Chapter 4: The Enterprise Story–Measuring What Matters
  • Chapter 5: The Rules of Measurement
  • Chapter 6: Winning Results with NPS
  • Chapter 7: Economics and Inspiration — The Dual Imperatives
  • Chapter 8: Close the Loop with Customers
  • Chapter 9: Organize for the Long Journey
  • Chapter 10: The Road Ahead

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