Publisher, FranklinCovey (April 2006)

The Ultimate Question offers hands-on guidance on how to:

• Distinguish good profits from bad

• Measure NPS and benchmark performance against world-class standards

• Quantify the economic value generated by customer word of mouth

• Assign accountability for improving customer relationships

• Identify core customers and set priorities for strategic investments

• Move customers beyond mere "satisfaction" to true loyalty

• Create communities of passionate advocates that stimulate innovation and growth

Practical and compelling, The Ultimate Question will help you solve your organization's growth dilemma.

In this revolutionary management book, Fred Reichheld reduces all business success into one question. "Would you recommend this business to a friend?" According to Reichheld, this measure of customer satisfaction should be at the heart of all strategic decisions made by every company. He presents compelling case studies to show how customer satisfaction is more important than any business criterion besides profits. You'll learn how financial pressures have caused some executives to sacrifice true customer satisfaction in exchange for "bad profits." Such shortsightedness undermines long-term growth and success. Learn how to use "the ultimate question" to strengthen your business.

About the Author: Fred Reichheld, Director Emeritus and Fellow at Bain & Company, is the bestselling author of The Loyalty Effect (1996) and Loyalty Rules (2001), both published by HBS Press.