Fred Reichheld is a Fellow at Bain & Company. He is the bestselling author of The Loyalty Effect, published by Harvard Business Review Press, as well as numerous articles published in Harvard Business Review. Rob Markey is a partner and director in Bain & Company's New York office and head of the firm's global Customer Strategy and Marketing practice.
This year, Reichheld, who is a fellow at Bain & Company as well as
the founder of its loyalty practice, and Rob Markey, head of the
company's global strategy and marketing practice, published The
Ultimate Question 2.0: How Net Promoter Companies Thrive in a
Customer-Driven World, an updated and expanded version of The
Ultimate Question. The original lit the spark for the Net Promoter
fire in 2006.” CRM magazine
wonderful new book” FORBES.com
A variety of companies have started using this: Charles Schwab,
Apple, Progressive, Virgin Media, and more. Check out the book and
see how to use it for your company.” 800 CEO READ
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