South Asian Journal of Management

Open Access Open Access  Restricted Access Subscription Access
Open Access Open Access Open Access  Restricted Access Restricted Access Subscription Access

The Ultimate Question:Driving Good Profits and True Growth


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

   Subscribe/Renew Journal


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.
User
Subscription Login to verify subscription
Notifications
Font Size

Abstract Views: 162

PDF Views: 0




  • The Ultimate Question:Driving Good Profits and True Growth

Abstract Views: 162  |  PDF Views: 0

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.