The Net Promoter Book - Available NOW
"Fred Reichheld is the Godfather of customer loyalty.
His new book continues to push the edge with
innovative, practical ideas. I recommend The
Ultimate Question to friends, colleagues, and all
business leaders with enthusiasm." - John
Donahoe, President, eBay
More about the Book
Quick Links...
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Greetings,
With this newsletter, we announce the launch of the
official website for the Net Promoter community and
the release of The Ultimate Question:
Driving Good Profits and True Growth by Fred
Reichheld.
What Is Net Promoter? A discipline by which
companies profitably grow by focusing on their
customers. A successful program
includes:
- Metrics proven to link to growth
- Leadership practices that instill customer focus,
passion, and values
- Organizational strategies to ensure adoption
- Integration with core business processes
- Operational systems to support the initiative
Who Is Deploying Net Promoter?
American Express, General Electric, Intuit, and
Schwab, to name a few, are driving the Net Promoter
discipline. GE's CEO Jeff Immelt has announced that
its Net Promoter program will be deployed across all
of GE's 500+ business lines—and will drive executive
bonuses.
What Will I Find at Netpromoter.com?
NetPromoter.com provides the central resource
for sharing Net Promoter knowledge, tools, practices,
and solutions. Participants are united by a common
conviction: delivering a great customer
experience is the most profitable (and most ethical)
way to grow.
What Is the Book About? In his new book
(left),
Fred Reichheld introduces Net
Promoter Score (NPS), the radical new tool being
rapidly deployed by leading firms to transform
ordinary customers into promoters—the
drivers of sustainable growth.
We invite you to be a part of the unique Net
Promoter community and to keep yourself apprised of
the latest trends and developments through this
newsletter.
Sincerely,
The
Net Promoter Team
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Blow the Whistle on Bad Profits, Shine the Light on Good Profits
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A key element of the latest book by Fred Reichheld
(left) is to help companies recognize and
break their addiction to bad profits. You can help:
Blow the whistle on bad profits, and shine a light
on good profits by sharing your customer
experiences. Each month, the people submitting the
best entries about good and bad profits (as voted on
by the Net Promoter community) will win awards.
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Blogs: Net Promoter and Customer Experience Management
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Read and comment on the official Net Promoter
blogs. Written by the world's leading experts on
customer
loyalty and customer experience management,
including loyalty guru Fred Reichheld and Satmetrix
CEO Richard Owen (left), these blogs reveal Net
Promoter knowledge, insights, and
practices for business executives and Net Promoter
practitioners.
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Forums: Who Is Using Net Promoter and Customer References
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Exchange tips, ideas, and best practices on specific
applications of the Net Promoter discipline. Customer
reference guru Bill Lee moderates the Customer
Reference Forum, where participants discuss how Net
Promoter is helping customer reference programs.
Shelley Symonds (left), Vice President of
Marketing for Satmetrix, moderates "Who Is Using
Net Promoter," which covers how companies are
deploying Net Promoter and the associated benefits.
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