I really enjoyed listening to this book. It was was perfect listen on my way to and from work, setting the tone of how to best focus on creating an outstanding customer experience!

I have worked for a couple B to B companies who used NPS, yet I learned so much about the intent and interpretation from Fred. I especially enjoyed listening to his stories about the highlighted companies and will seek out opportunities to work with them…. And have taken special joy when I have heard positive stories or articles about those companies.

Because I listened to the book, I missed out on some of the graphs and references. I do plan to buy a book for myself to reference…. And likely one or two to share with others!

Thank you for the early access to read a very relevant book!
Kathryn

- If you enjoy popular business books, this one is definitely for you. Thoughts, anecdotes, practical solutions, opinions of the author (complete with a ready-to-apply checklist in the appendix!) are all presented in a detailed and well-balanced manner. The narrator of the audiobook also conveys the ideas clearly.
- Though this book didn't include semi-technical content like how the author determines the cutoff point of promoter-passive-detractor in the NPS (I'm so curious about the narrow range of 'promoter' in the 1-10 scale), I still like it because it shows that businesses are getting eager in measuring abstract things (like consumer’s feelings). It'll be interesting to see the metrics and methods to quantify them.
- Like a proud father boasting about the great achievement of his beloved son, I can clearly see why Reichheld develop (and keep refining) the NPS – it is based on the core principle of loving others.