The ultimate question 2.0
by Frederick F. Reichheld · first published 2011
33% recommend33% neutral33% critical
"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. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that ri
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The Four Steps To The Epiphany - Steve Blank Neuromancer - William Gibson Predictable Revenue - Aaron Ross, Marylou Tyler The Fountainhead - Ayn Rand The Ultimate Question 2.0 - Fred Reichheld The Singularity is Near - Ray Kurzweil Moonshot! - John Sculley Zero To One - Peter Thiel Republic - Plato Meditations - Marcus Aurelius Nineteen Eighty-Four - George Orwell Fahrenheit…
on “Please recommend a book to read. List for 2015” ↗…it's still good stuff about "systems thinking" . And you'll need a lot of deliberate systems thinking in your job, and you'll need to teach others to think that way. Read about what not to do: _The Ultimate Question_ by Fred Reichheld. This book is about the notorious Net Promoter Score. (Would you recommend HN to a friend? Would you? Would you?) Reading it will give you insight into how bonehead MBAs with Cs in…
on “Ask HN: What are good books/blogs to read for a first time CTO?” ↗There's a lot to unpack in this article, but one thing caught my eye. In the "The Ultimate Question 2.0" book the author claims that NPS needs to be considered as a relative measure to competitors. So if we follow this advise, United needs to aim to have the highest score accross all airlines. To give an…
on “Net Promoter Score Considered Harmful” ↗