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post #1 of 4 Old 08-30-10, 01:56 PM Thread Starter
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The Ultimate Question

The Ultimate Question: Driving Good Profits and True Growthby Fred Reichheld

This is the book that started the buzz in the business community about NPS, or Net Promoter Score. The author makes a very good case for this metric for measuring the relationship between satisfied and unsatisfied customers and its relationship to growth. It is a very interesting read for anyone interested in why some businessed sustain growth over long periods and others do not. The basic idea is that our interactions with customers create promoters (those who would recommend us to those that they care about), passives (those who are not necessarily unhappy but are easy pickings for competitors), and detractors (who give bad feed back and are often publicly very vocal). The NPS is a way of forming these into a single score that identifies how successful we are at creating more promoters than detractors.

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post #2 of 4 Old 08-30-10, 10:41 PM
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Re: The Ultimate Question

I am not familiar with the book but very familiar with the concept. It is quite valuable and the better companies either do it instinctively or measure it. We implement surveys into every possible "customer" situation to find out what they think versus what we think. It is often not the same.

Companies that go to great lengths to provide that positive experience are standouts.

Of course this is only one piece of the pie, so to speak, but vital.
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post #3 of 4 Old 08-31-10, 06:01 AM Thread Starter
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Re: The Ultimate Question

Of course, every company is familiar with the importance customer satisfaction. Getting all parts of a company to behave in a manner that develops true customer loyalty is often at odds with the bottom line in the short term, however. The intereting thing about what they have done with NPS is that it distills all those surveys down to one question, and one easy to understand and apply metric that gives management a tool that has been shown to correllate to growth. It does not tell you what to do, but most already know that. The problem is that we often reward employees for behaviors that affect the bottom line that are counter to building customer loyalty. The book describes not only the metric, but how it relates to success, and the big differences between profits and growth that are sustainable and long term and those that are not.

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post #4 of 4 Old 12-02-10, 11:24 AM
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Re: The Ultimate Question

I'm sorry but I can't help myself.

I know the answer!

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