February 18, 2012 at 5:29 pm / by Mitch Joel
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The Ultimate Question With Fred Reichheld
Welcome to episode #278 of Six Pixels Of Separation – The Twist Image Podcast. Do you know what the ultimate question for your business is? The evolution of customer service and brand loyalty is a topic that has captured the imagination of Fred Reichheld for over twenty years. In 1996, the Bain Fellow published his first book, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. Recently, Reichheld (along with co-author, Rob Markey) published a newly updated version of his 2006 seminal book, The Ultimate Question (now titled, The Ultimate Question 2.0). So, in case you were wondering, the ultimate question is: “How likely is it that you would recommend this company to a friend or colleague?” A businesses ability to not only understand the answer to this question, but to benchmark their success, led Reichheld to create and champion the Net Promoter Score System – which companies (the world over) now use to define how much love their consumers have for them. It was an honor that Fred agreed to take part in this chat. Enjoy the conversation…
Mitch Joel is President of Twist Image ‹ an award-winning Digital Marketing and Communications agency. In 2008, Mitch was named Canada’s Most Influential Male in Social Media, one of the top 100 online marketers in the world, and was awarded the highly-prestigious Canada’s Top 40 Under 40. His first book, Six Pixels of Separation (published by Grand Central Publishing – Hachette Book Group), named after his successful Blog and Podcast is a business and marketing best-seller. You can find him here: www.twistimage.com/blog.
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