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Thursday, January 26, 2006
Are you asking the ultimate question?
Source: ClickZ
When an airline charges you $100 to change a ticket, they drive short term revenue but ultimately it drives negative buzz. In his new book, "The Ultimate Question: Driving Good Profits for True Growth," Bain consultant Fred Reichheld calls these "bad profits." Reichheld says companies must learn the difference between good and bad profits and then capitalize on the goodwill of good profits, driving positive word-of-mouth. The ultimate question is: Would you recommend your company/service to a friend?
Posted by mwelch at 11:37 AM
