South Asian Journal of Management

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The Ultimate Question:Driving Good Profits and True Growth


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1 The Icfai Institute for Management Teachers, Banjara Hills, Hyderabad, India
     

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This is the central theme of the latest book of the loyalty guru Fred Reichheld. “The Ultimate Question” was recently ranked as the number one on The Wall Street Journal’s Business Best Seller’s List and number one on the USA TODAY’S Best Sellers List. The book is based on an extensive research by the Bain & Company in association with Satemetrix Systems Inc. (a company that develops software to gather and analyze real time customer feedback). The Ultimate Question guides companies how to rigorously measure the Net Promoter Score and help managers to improve it and in the process create communities of passionate customer advocates which stimulates innovation. The long list of companies which have benefited from the new metric for “Measuring Loyalty with One Number” consists of companies like USAA, GE, Intuit, HomeBanc, Dell, Apple, SAS, Harley-Davidson, Enterprise Rent-A-Car, etc.
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  • The Ultimate Question:Driving Good Profits and True Growth

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Authors

Sanjit Kumar Roy
The Icfai Institute for Management Teachers, Banjara Hills, Hyderabad, India

Abstract


This is the central theme of the latest book of the loyalty guru Fred Reichheld. “The Ultimate Question” was recently ranked as the number one on The Wall Street Journal’s Business Best Seller’s List and number one on the USA TODAY’S Best Sellers List. The book is based on an extensive research by the Bain & Company in association with Satemetrix Systems Inc. (a company that develops software to gather and analyze real time customer feedback). The Ultimate Question guides companies how to rigorously measure the Net Promoter Score and help managers to improve it and in the process create communities of passionate customer advocates which stimulates innovation. The long list of companies which have benefited from the new metric for “Measuring Loyalty with One Number” consists of companies like USAA, GE, Intuit, HomeBanc, Dell, Apple, SAS, Harley-Davidson, Enterprise Rent-A-Car, etc.