Do loyal customers make a difference? Fred Reichheld has spent three decades arguing that they do. He is new book, The Ultimate Question: Driving Good Profits and True Growth (Harvard Business School Press, 2006), goes even further, arguing that there is one question you can ask your customers that will help center and grow your business. CRMGuru.com founder Bob Thompson talks with Reichheld about that one question, his overriding philosophy and his methodology for good profitability.
This interview, conducted April 25, 2006, was edited for clarity.
Bob Thompson
I'd like to welcome Fred Reichheld to Inside Scoop With Bob Thompson. He's the well-known loyalty expert and is a Bain & Co. fellow. He's a best-selling author of a couple of the best books ever written on loyalty, The Loyalty Effect, [Harvard Business School Press, 1996] and Loyalty Rules, [Harvard Business School Press, 2001]. We're going to be talking...
