Now, Build a Great Business! by Mark Thompson & Brian Tracy

Author:Mark Thompson & Brian Tracy [Thompson, Mark & Tracy, Brian]
Language: eng
Format: epub
Publisher: AMACOM Books
Published: 2011-04-19T04:00:00+00:00

Ask for Customer Feedback

Fred Reichheld of Bain & Company, in his 2006 book The Ultimate Question, has made one of the most important breakthroughs in customer service and business success in the last few decades.

Based on years of work with thousands of customers and dozens of companies, Reichheld found that there is one measure that is more predictive of future business success than any other single measure. He calls it the ultimate question: “Would you recommend us to others?”

This is so simple and yet so powerful that it should be the organizing principle of all marketing, selling, and customer relationships. Ask your customers, on a regular basis, preferably after every interaction, this one question: “Based on your experience with us, on a scale of one to ten, would you recommend us to others?”

Then, whatever score you receive, if it is less than a ten, you immediately follow up by asking: “What would we have to do to earn a ten from you?”

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