The Ultimate Question: Driving Good Profits and True Growth
Book • 2006
The Ultimate Question shows how companies can rigorously measure Net Promoter statistics to improve customer satisfaction and create communities of passionate advocates.
The book argues that traditional financial metrics can lead to 'bad profits' that alienate customers, while focusing on customer loyalty generates 'good profits' and sustainable growth.
It provides practical advice and vivid stories from leading-edge organizations to illustrate the concept in practice.
The book argues that traditional financial metrics can lead to 'bad profits' that alienate customers, while focusing on customer loyalty generates 'good profits' and sustainable growth.
It provides practical advice and vivid stories from leading-edge organizations to illustrate the concept in practice.
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Robin John
Robin John (CEO of Eventide Asset Management)
