The Ultimate Question 2.0 (Revised and Expanded Edition)

Notes

All quotations not otherwise cited are from interviews conducted by the authors or personal communications sent to the authors.

Introduction

1 Ownership of this trademarked term is shared by Satmetrix Systems Inc., Bain & Company, and Fred Reichheld. Our goals are to encourage universal and consistent usage of NPS and to protect against its misappropriation.

Chapter 1

1 Randall Stross, “Why Time Warner Has Fallen in Love with AOL Again,” New York Times, September 25, 2005.

2 The study analyzed 12,000 companies in 12 developed and emerging economies. It found that only 9 percent of these companies qualified as sustained value creators—that is, they grew revenue and profit at a minimum compound annual growth rate of 5.5 percent while earning ...