A Reading Odyssey

Questions for 2nd reading group call: The Ultimate Question

We had a great first call last week.  Jill, Howard and Joanne shared interesting perspectives from what is going on in their companies.

I'm looking forward to our next call on Thursday, June 28th at Noon Eastern time

The Ultimate Question Chapters 4 - 6

1-218-339-7800, passcode 345345#

Here are three questions to guide your reading on the middle section of the book -

1.  The Enterprise Rent a Car story

What did Enterprise do that made ESQi so effective for them?  How would that work in your organization?

2.  Why satisfaction surveys fail

What are the 7 reasons Fred gives for why satisfaction surveys fail.  What is your own experience with satisfaction surveys.  Do any of these issues with surveys apply to you?

3.  The rules of measurement

Fred describes 7 principles for implementing an NPS systems successfully.  How do these address the reasons for failure in the previous chapter?  Have you used any of these principles?

You can find this information on an ongoing basis at

http://showsupport.typepad.com/odyssey/502_the_ultimate_question/index.html

Let me know if you have any questions or have had trouble getting your hands on the book.  And happy reading -

Eleanor

Questions for 1st reading group call: The Ultimate Question

I look forward to our first call on Thursday, June 14th at Noon Eastern time:

The Ultimate Question Chapters 1 - 3

1-218-339-7800, passcode 345345#

To help prepare you for the call, I have developed these three questions to guide your reading -

1.  Good profits vs. bad profits

Fred suggest companies are getting "hooked on bad profits".  What does he mean by "good profits" and "bad profits".  How are they different, and what impact do they have on company growth?

2.  The power of referral

What were Fred and Satmetrix looking for in measuring customer happiness, and what did they find?  What conditions lead customers to make a personal referral and why does that make the "would recommend" question such an effective measure of relationship quality?

3.  The economic impact of NPS score

Fred encourages us to quantify the economic value of our NPS scores.  What does he want  us to do?  What are some of the factors we can use to estimate the economic effects of promoters and detractors?

Let me know if you have any questions or have had trouble getting your hands on the book.  And happy reading -

Eleanor