Fred Reichheld



Average rating: 3.8 · 1,581 ratings · 128 reviews · 13 distinct worksSimilar authors
The Ultimate Question 2.0 (...

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3.89 avg rating — 913 ratings — published 2011
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The Ultimate Question: Driv...

3.68 avg rating — 602 ratings — published 2006 — 7 editions
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The Ultimate Question: Driv...

3.33 avg rating — 21 ratings — published 2006 — 10 editions
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A Pergunta Definitiva 2.0

3.50 avg rating — 10 ratings — published 2011
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La pregunta decisiva 2.0

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really liked it 4.00 avg rating — 4 ratings — published 2012
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How the Net Promoter Score ...

really liked it 4.00 avg rating — 2 ratings — published 2008
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The Ultimate Question

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The Ultimate Question

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The Ultimate Question (Ch 6...

0.00 avg rating — 0 ratings — published 2010
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The Ultimate Question: Driv...

0.00 avg rating — 0 ratings — published 2011 — 5 editions
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“where there is individual accountability, things get done. Measure is another magic word: what gets measured creates accountability. With no standard, reliable metric for customer relationships, employees can’t be held accountable for them and so overlook their importance.”
Fred Reichheld, The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

“Upton Sinclair dictum: it is difficult to get a man to understand something when his salary depends upon his not understanding it.”
Fred Reichheld, The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World

“Too many companies these days are like AOL back then. They want to make the most of their innovations. They want to build a great brand with world-class loyalty. But they can’t tell the difference between good profits and bad. As a result, they let themselves get hooked on bad profits.”
Fred Reichheld, The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World



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