The Ultimate Question: Driving Good Profits and True Growth

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Label:Harvard Business School Press
Languages:
English,English,English,
Manufacturer: Harvard Business School Press

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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. Based on extensive research, "The Ultimate Question" shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice. Practical and compelling, this is the one book - and the one tool - no growth-minded leader can afford to miss.

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The Ultimate Question: Driving Good Profits and True Growth

Amazon Price: $19.77

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	Customer Reviews: Average Rating: Rating : - 5% content, 95% filler Unfortunately, this is another business book that would be a lot better as a 3-5 page magazine article. Reichheld starts with some good ideas such as using a more simple metric, viewing customer relationships as an entire experience instead of a set of transactions, and viewing customers as "promoters," "passives," and "detractors." He then proceeds to beat these good ideas to death with a bunch of non sequitur case examples and conclusions that aren't very helpful or actionable to anyone in a position to put this system into place. I would say that the majority of this book is dedicated to this kidn of content that doesn't add any value. The fact that he has to constantly say how the idea of NPS is new and revolutionary should be a red flag in itself. The book isn't a whole waste, so it still might be worth checking out. Just be careful not to buy into its own self-hype. At some points I thought that the book might just be a huge advertisement for Bain and Satmetrix. Since NPS by its nature is very broad and general, maybe not very actionable, it's a great excuse to suggest consulting services to help you implement the system. How convenient! The fact that they also dare to charge this amount for a book of such little actual content is also laughable. + See Full Customer Review

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The Ultimate Question: Driving Good Profits and True Growth