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The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World (Your Coach in a Box) Audio CD – Audiobook, CD, Unabridged

by Fred Reichheld (Author),
Rob Markey (Author)
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Rob Markey (Author), Walter Dixon (Reader)
4.5 out of 5 stars 81 customer reviews
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Product Details

  • Series: Your Coach in a Box
  • Audio CD: 7 pages
  • Publisher: Your Coach In A Box; Unabridged edition (January 10, 2012)
  • Language: English
  • ISBN-10: 1596597623
  • ISBN-13: 978-1596597624
  • Product Dimensions: 5.2 x 1 x 6 inches
  • Shipping Weight: 6.4 ounces (View shipping rates and policies)
  • Average Customer Review: 4.5 out of 5 stars  See all reviews (81 customer reviews)
  • Amazon Best Sellers Rank: #748,769 in Books (See Top 100 in Books)

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Customer Reviews

Top Customer Reviews

2.0 out of 5 starsGreat idea but 300 pages?
By Mark G. Brown on October 5, 2011
Format: Hardcover
On a scale of 1-10 I would rate this one about a 4. Not because net promoter score (NPS) is not a good idea, and not because this is not a well written logical book, but because you don't need to read a book to start doing it. How you stretch an article about using a one-question survey as a measure of customer satisfaction into a 300 page book is to provide lots of examples. When I look at the list of the companies using net promoter score surveys, I'm reminded of past management fads that everyone followed such as TQM, ABC, EVA, CRM, Lean, and others. In fact, if it has three letters (NPS) and it is being pitched by a consultant, beware. . . If it sounds too good to be true it probably is. What is different about NPS is that is easy, logical, and something you can do yourself. All these other three-letter programs require lots of time, $, and use of consultants.
Certainly a one-question survey is more likely to get a better response rate than some of the 30+ question surveys I get from hotels, airlines, and car companies. I think this a trend in the right direction. However, what you gain in increased responses, you lose in diagnostic data. The authors suggest asking a second or third question in addition to the overall 1-10 rating to determine why someone gave a high or low rating, but now you are starting to aggravate the customer more. I don't need to take my time to tell you how you screwed up - I just won't go back.
I would strongly recommend using net promoter score as one of the suite of metrics you use to assess customer or employee satisfaction. Combined with other metrics, this can be a simple and easy to use measure. However, to rely on NPS as your only measure of something as important as customer satisfaction is a major mistake.Read more ›
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5.0 out of 5 starsHere is an open-source system whose "engine" can drive profitable growth
By Robert Morris HALL OF FAMETOP 500 REVIEWERVINE VOICE on October 5, 2011
Format: Hardcover
This is a revised and expanded second edition of a book published in 2006. In it, Fred Reichheld skillfully develops several concepts in much greater depth. In most of his previous books and articles, he focuses his primary attention on how to build and then sustain trust between and among those who share a workforce. Trust is again an important theme in this latest book because, if customers do not have trust in a company, its people, and its products and services as well as in its values, they will have little (if anything) to do with it and will certainly not recommend it to others.

The eponymous book titles refer to a question of ultimate importance: 'On a zero-to-ten scale, how likely is it that you would recommend us (or this product/service/brand) to a family member, friend or colleague?' As Reichheld explains, the phrasing of that question is 'a shorthand wording of a more basic question, which is, [begin italics] Have we treated you right, in a manner that is worthy of your loyalty? [end italics] 'But the question really wasn''t [and isn't] the heart of things. After all, no company can expect to increase its growth or profitability merely by conducting surveys, however the question or questions might be phrased.'

With assistance from Markey, what Reichheld does is provide a cohesive, comprehensive, and cost-effective management system by which that has three central components: categorizing customers into one of three categories (i.e. Promoters, Passives, an Detractors) through a simply survey, creating an easy-to-understand score based on that categorization, and finally, 'framing progress and success in these terms, thereby motivating everyone in the organization to take the actions required to produce more promoters and fewer detractors.Read more ›
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3.0 out of 5 starsNot so much focus on the hard part
By Tom Sales on August 6, 2012
Format: Hardcover Verified Purchase
I had read "The Ultimate Question" in 2006 and read this updated edition to see how Fred Reichheld updated the approach in a business environment that has become more social. In addition, I've been tracking his website and conference announcements over the past 6 months and have a friend who has made presentations about how his company has implemented the Net Promoter program. It seems this approach is gathering momentum, and why not -- it's much more practical than taking mind-numbing surveys about every aspect of the company's business model and customer experience.

The focus on only one key question with follow-up is something every employee can conceptually understand and relate to each customer with whom s/he interacts. So the straightfowardness and elegance of the approach solves a major problem many organizations have with implementing such programs. As another reviewer commented, it seems a little bit of overkill to have a whole book to explain that.

The bigger issue in my opinion is whether the organization's culture will empower employees to do something to improve a customer experience on the spot to rescue a 0-6 detractor to make that interaction successful. And bigger picture, are the employees able to recognize how current practices could be improved so as to make improvements in best practices and customer experiences that would elevate more customer responses to '9's' and 10's' across the whole organization? To me, this is the bigger challenge and one the book doesn't get into as much. Perhaps that's to be expected because each culture is different and there may not be one best way for that to be done.Read more ›
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Most Recent Customer Reviews

5.0 out of 5 starsEye Opening

Get your leadership on board! This book paves a path to long term success, but isn't in the slightest, for the faint of heart.

Published 1 month ago by THE1HA
5.0 out of 5 starsIt is EXCELLENT! If you work in that type of career

Bought this to learn more about the net promoter system for my job. It is EXCELLENT! If you work in that type of career, I would highly recommend this book. Read more

Published 2 months ago by JHarker
5.0 out of 5 starsFive Stars

Inspiring

Published 2 months ago by Amazon Customer
5.0 out of 5 starsGreat Book

Fantastic, with lots of examples and a clear process to implement The NPS System

Published 5 months ago by Sebastián
5.0 out of 5 starsA great read

Great. Very informative.

Published 5 months ago by Amazon Customer
5.0 out of 5 starsGreat overview of the leading customer experience evaluation...

The book is a clear, concise, real dive into the world of the NPS methodology. It really drives home the point that nearly every industry can benefit from customer feedback and... Read more

Published 5 months ago by Daniel F Brown
4.0 out of 5 starsA good NPS primer

Rating a book about people rating things. It's like Amazon Inception. Its not the most thrilling read, and it looks at NPS through rose colored glasses. Read more

Published 6 months ago by Brian Harvey
5.0 out of 5 starsNPS encourages word-of-mouth promotion like no other business process

I have been involved in implementing NPS across five different businesses in three markets, ranging from construction to climb-guiding. The beauty of NPS is its simplicity. Read more

Published 7 months ago by James B. Kell
5.0 out of 5 starsFive Stars

Great book and this particular one was basically new. Highly recommend it. very good insight in it.

Published 7 months ago by Dorian Bako
5.0 out of 5 starsRead this book to better understand customers thinking

If you want to better understand why customers buy or don't buy from your company, purchase this book and you'll learn how you may be driving customers away. Read more

Published 9 months ago by Tom Wood

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