Do you know how many of your customers would recommend you to a friend? If not, you are not alone. You are also in danger of undertaking initiatives that may bo... » 

Do you know how many of your customers would recommend you to a friend? If not, you are not alone. You are also in danger of undertaking initiatives that may boost short-term performance but that torpedo you in the long term. Too many executives think that all profits are 'good' profits and that all growth is 'true' growth. Not so says loyalty expert Fred Reichheld. Acquisitions, gimmicky promotions, and other 'corporate steroids' may boost short-term results in order to meet aggressive growth targets but too often they result in customer aggravation, dissatisfaction, and desertion.

But how can you tell which activities are brilliant moves and which are long-term losers? The answer is one question that companies must ask of their customers: Would you recommend us to a friend?

In this eye-opening work, Reichheld explains how the answer to this deceptively simple question is the key indicator of your organization's ability to grow. «