Must Reads

If you’re new to the concept of Net Promoter Score(TM), here are some books you should check out:

The Ultimate Question: Driving Good Profits and True Growth, by Fred Reichheld

The book that started it all. This provides the basics for the concepts that drive customer loyalty and the Net Promoter Score process. An absolute must read.

Answering The Ultimate Question: How Net Promoter Can Transform Your Business by Richard Owen and Laura Brooks

This the the follow-up book to The Ultimate Question. It takes the concepts far beyond the first book and explains implementation strategies and methodologies. Recommended reading.

Neuromarketing: Understanding the Buy Buttons in Your Customer’s Brain by Patrick Renvoise and Christophe Morin

If you ever wonder what drives the buying process, this is a great book to read. It dovetails very nicely with the NPS concepts.

Customer Service: Career Success Through Customer Loyalty (5th Edition) by Paul R. Timm

A small but mighty book that I use in my Customer Relationship course. Very easy to read but very effective in explaining how to deliver excellence in customer service and how Net Promoter Score can be used as a measurement tool.


The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld and Rob Markey

So, you have written a book that introduced a concept that has been adopted by thousands of companies around the world. How do you top that? Well, if you are Fred Reicheld, you write a new book that is is arguably even better that the first. The Ultimate Question 2.0 takes the concept of Net Promoter Score and morphs it into a process that changes the culture of a company based on customer loyalty feedback. NPS moves, effectively, from a metric to a management philosophy. If you have read the previous books, read this one as it demonstrates how NPS can transform an enterprise. If you have not yet read The Ultimate Question, save your money and just this read this book. It’s all you’ll need to know about NPS.

All the books can be purchased from



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