The Ultimate Question

Driving Good Profits and True Growth

by Fred Reichheld

Harvard Business Review Press, 2006

Summarized by permission of Harvard Business School Press
Copyright © 2006 Harvard Business School Publishing Corporation
ISBN: 9781591397830
Pages: 210

Category: Sales & Marketing

In this summary you will learn

• The difference between "good" and "bad" profits and what they mean to your company
• How to use the "Net Promoter Score" to measure customer loyalty
• How to improve customer loyalty

Why you should read The Ultimate Question

This surprising book offers a powerful message based on common sense: Companies that treat their customers ethically and honestly will build a dedicated client base, and thus grow steadily and earn "good profits." The opposite lesson is that companies that take advantage of their customers through predatory pricing or shoddy products earn "bad profits" while building an army of disenchanted buyers who tell their friends to stay away. Fred Reichheld makes his point in black and white: Rip off your customers at your peril. He amply illustrates his message with powerful case studies, and includes details about using the "ultimate" question - "How likely is it that you would recommend this business to a friend or colleague?" - and the resulting "Net Promotor Score" to identify your best customers. getAbstract commends this book to service or product providers who want to achieve solid growth by nurturing their core consumers.

About the Author

Fred Reichheld is a business expert, consultant and the author of The Loyalty Effect and Loyalty Rules.

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