The Ultimate Question: Driving Good Profits and True Growth

Book review by Deane Barker
tags: business
Fred Reichheld

A solid introduction to the Net Promoter Score methodology of performance reporting that falls into a common trap: it could be a blog post, or a 30-page ebook.

To get this thing published, the authors had to pad it out to book length, and it’s just way, way, way long. It talks about the same things, over and over – NPS is actually a pretty simple concept – and goes into case study after case study.

Don’t get me wrong, it’s a good book, and I believe in the idea of NPS. But, seriously, this didn’t need a full-length trade paperback.

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