The Ultimate Question 2.0 (Revised and Expanded Edition)

10

The Road Ahead

We decided to write this revised and updated version of The Ultimate Question only five years after the book’s initial publication. That’s a short time in the publishing world, but we had a good reason for acting sooner rather than later. The reason, of course, is the explosion of learning and progress that has occurred as more and more organizations have put Net Promoter into practice. We have tried to capture some of the lessons and some of the excitement in the preceding chapters.

As people continue to learn about the impressive results of NPS practitioners, the fireworks are likely to continue. More members are likely to join the NPS Loyalty Forum, to the point where it may need to subdivide into geographic and industry-specific ...