THE ULTIMATE QUESTION IN BUSINESS

 Fred Reichheld of Bain and Company wrote a book in 2008 entitled The Ultimate Question. He and his colleagues many years ago carried out many marketing researches and interviewed  customers in a variety of ways to determine the approaches to increasing customer satisfaction.

After several years of research with thousands of customers, he concluded  that the most important question, the question that distilled all the other answers to all the other surveys, was ‘’ Would you recommend us to others’’.In the final analysis , the true measure of the success of a business ,the true evaluation of the products /services sold ,is summarized in the answer to that question. Would you recommend us to others? The key in customer satisfaction is on the issue of generating referrals from satisfied customers. If a customer that has tested your product or service can not refer others to you ,there is problem. It means that there is likely to be a problem with the issue of quality in your product or service because it is the customers that see quality.