The Ultimate Question 2.0 (Revised And Expanded Edition)

In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: 'Would you recommend us to a friend?' By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth.

Hardcover. English. Harvard Business School. 2011. ISBN: 9781422173350. 224 pp. Good. Book No: 54934