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What to Read: The Ultimate Question by Fred Reichheld, a Review by Kristin Intress

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October 01, 2013
What to Read
Kristin Intress

As an entrepreneur in today’s business world how do you see through the noise and get back to basics? I believe people intuitively know the difference between right and wrong.

The Ultimate Question is a great read because it reminds us doing the right thing is easy; we make it more complicated than it needs to be. Taking care of our customers is a long-term investment of the relationship. My father always preached, do it right the first time and everyone wins.

The book focuses on a couple simple messages; true growth through good profits, consistent systematic and timely responses to customer concerns, and employee buy-in by making the process easy to manage. Your entire organization could out perform its comp set by asking one simple question, would you recommend us? Wow, is it that simple?  Of course not, because if your customer responds “no,” are you willing to invest the effort to truly adjust the organization to do what it takes to win your customer’s loyalty?

The Ultimate Question provides good useful and practical guidelines. Winners know the score, for good or bad we should all know what our score is amongst our customers.

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