Bain & Company's Rob Markey on 'The Ultimate Question 2.0': Would Your Customers Recommend You?

KNOWLEDGE@WHARTON ARCHIVES: Fred Reichheld and Rob Markey's The Ultimate Question 2.0 is a follow-up to the bestselling book that first helped businesses understand their Net Promoter Score. One question -- would you recommend us to a friend? -- offered businesses a vital metric that has since been adopted widely by organizations, including GE. Wharton marketing professor Peter Fader spoke with Markey about what NPS is, how companies can increase the number of people who promote them and why it is now a system and not just a score.
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[@sergeychumak4182]

Great perspective on NPS usage to improve customer service.

[@prabhur7714]

Very useful..something which is meaningful and easy to understand

[@aacesta]

I already see some "Employee Satisfaction Score" being used by some organisations I provide consulting for. As Richard Branson says: "my philosophy has always been, if you can put staff first, your customer second and shareholders third, effectively, in the end, the shareholders do well, the customers do better, and yourself are happy". I am currently doing the CVM training from Prof. Fader.

[@alsonmanyama6308]

very insightful, passionate.

[@edrodr]

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