Reviews & Endorsements for The Ultimate Question by Fred Reichheld

Managing Books: Customer Relationships, The Globe and Mail

"It's an eye-opening and alluring account, told in a clear, reasoned manner." Read more of what The Globe and Mail writes in this review.

Readings, The Washington Post

"Among management books, this one's a keeper." Read more of what The Washington Post writes in this review.

Stephen R. Covey, author, The 7 Habits of Highly Effective People and The 8th Habit: From Effectiveness to Greatness

"Finally—a book that demonstrates the connection between principled relationships and profitable growth! By clarifying the distinction between good profits and bad, Fred Reichheld’s The Ultimate Question will change the way we measure success."

John Donahoe, President, eBay

"Fred Reichheld is the Godfather of customer loyalty. His new book continues to push the edge with innovative, practical ideas. I recommend THE ULTIMATE QUESTION to friends, colleagues, and all business leaders with enthusiasm."

Lynn Payne, professor, Harvard Business School

"The 'ultimate question' yields a powerful metric to promote golden-rule behavior and generate profits a company can be proud of. Hats off to Reichheld for a compelling argument, lucid prose, and actionable concepts that every manager can immediately put to use!"

Richard Hunter, Gartner Fellow

"The Economist calls Fred Reichheld the high priest of loyalty and The New York Times credits him with putting loyalty economics on the map." Read more of the interview with Customer Loyalty Guru Fred Reichheld by Gartner Fellow Richard Hunter.

Ken Chenault, CEO, American Express

"Fred Reichheld is at the forefront of helping organizations understand the importance of customer loyalty in driving performance. All companies should ask their customers what Fred calls 'the ultimate question.'"

Tom Peters, In Search of Excellence Author

"Nice! Brilliant! Wow!" Read more of what Tom Peters writes in his blog entry, Just One Question.

Simon Caulkin, The Observer

"Can it be 'bah, humbug' time again already?" Read more of what Simon Caulkin writes on Fred's new book in Customers Are Not Just for Christmas.

Bryan Glick, Computing Business

"Customers can be fickle, but securing their loyalty is as relevant to business as ever." Read more of what Bryan Glick writes on Fred's other book - Loyalty Rules - in Until Death Do Us Part.