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The Ultimate Question 2.0 (Revised And Expanded Edition): How Net Promoter Companies Thrive In A Customer-Driven World (2011)

by Fred Reichheld(Favorite Author)

3.85 of 5 Votes: 3

ISBN

1422173356 (ISBN13: 9781422173350)

languge

English

genre

Nonfiction

publisher

Harvard Business Review Press

review 1: The concept is great, and its really easy to understand. We're testing eNPS this with our own employees - It's inspired us to create a tool at Splash Damage that allows all employees to regularly rate the company on whether they'd recommend it, why, and then allows me to review the data (and historical metrcs), so tat I can really focus my attention on what matters most. I'll upgrade the review to five stars when I've actually confirmed the affect, and we'll then role it out to our own games.
review 2: If you're wondering whether you need to read the previous iteration of this book AND this book the answer is no. This book contains everything from the first book and then some, at least as nearly as I can tell, having read both within weeks of each other. I wo... moreuld just get this book and ignore the earlier edition.Now that we're done with that, this is a great business book. The general concept is quite simple--there's only one question that matters and so focus on that. The rest of the book just adds data, evidence, examples, and context. You already get the gist of it just by knowing what the question is. But the rest isn't merely fluff, it's interesting, useful, and practical for all companies from large to small. Unfortunately the book primarily focuses on large enterprises, but it is not at all difficult to figure out how to apply the principles and practices to the smallest company. I liked the book so much I'm starting a company based on it. less

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