The Ultimate Question 2.0 Quotes

“In the past, the accepted maxim was that every unhappy customer told ten friends. Now an unhappy customer can tell ten thousand “friends” through the Internet.”
― Fred Reichheld, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

“Bad profits are about extracting value from customers, not creating value.”
― Fred Reichheld, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

“Many executives, for their part, want the economic advantages of customer loyalty but ignore the inspirational side of NPS. They forget that it’s impossible to create loyal customers without first inspiring a team of employees so they become promoters themselves. Who would go out of their way for a customer unless he or she is proud and inspired to be part of the team? And while there are many ingredients of employee engagement—the right training and development, rewards, opportunity for growth, the feeling of being valued, and so forth—the real foundation is this: employees must be able to treat customers and colleagues in a manner that makes them proud. When leaders and their teams consistently treat people right, when they can be relied upon to do the right thing, then an organization can truly be worthy of loyalty.”
― Fred Reichheld, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World

“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: How Net Promoter Companies Thrive in a Customer-Driven World

“These companies manage to balance the need for profits with the overarching vision of providing great results for customers and an inspiring mission for employees.”
― Fred Reichheld, The Ultimate Question 2.0: 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: 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: How Net Promoter Companies Thrive in a Customer-Driven World