Bain & Company's Rob Markey: The Ultimate Question 2.0

Video from Knowledge@Wharton - November, 23 2011

Fred Reichheld and Rob Markey's The Ultimate Question 2.0 is a follow-up to the bestselling book that first helped businesses understand their Net Promoter Score. One question -- would you recommend us to a friend? -- offered businesses a vital metric that has since been adopted widely by organizations, including GE. Wharton marketing professor Peter Fader spoke with Markey about what NPS is, how companies can increase the number of people who promote them and why it is now a system and not just a score.