The Ultimate Question: Driving Good Profits and True Growth

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The Ultimate Question: Driving Good Profits and True Growth
by Fred Reichheld
from Harvard Business School Press

Customer Reviews:

• Avg. Customer Rating: 4.0 / 5.0

• 5% content, 95% filler
  Unfortunately, this is another business book that would be a lot better as a 3-5 page magazine article. Reichheld starts with some good ideas such as using a more simple metric, viewing customer relationships as an entire experience instead of a set of transactions, and viewing customers as "promoters," "passives," and "detractors." He then proceeds to beat these good ideas to death with a bunch of non sequitur case examples and conclusions that aren't very helpful or actionable to anyone in a position to... more info

• Organization changing ideas and easy to understand
  A well researched and easy to understand book, that if used with a focus to increase service quality through customer interaction and feedback will offer short cuts to success.

• Food for Thought
  As the owner of a very small business I am not going to be implementing any type of large-scale statistical analysis to determine NPS as the book suggests - it is just too expensive for my company. However, this book does provide a lot of fodder for thinking about customer service, what your company is doing, what it could and should be doing better and how you can keep in contact with your customers to keep honest and proactive in making their interactions with your firm as positive as possible. I think... more info

• Not Enough Content for An Entire Book
  The points in this book could have easily been stated in a pamphlet. The author states the same points over and over in different words for two hundred pages. The most impressive thing about this book is that the author manages to say the same thing in so many different ways. You could get the entire content of the book by reading the first two pages of the preface. I only read this book because it was given to me by my boss who insisted I read it over the weekend. I never would have chosen to read it on my... more info

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