Flipping through the latest issue of Accounting Today, I came across another book to add to the list. Don’t be confused - The Ultimate Question is not a sequel to any of the Douglas Adams books, but an “extraordinarily insightful” way to develop your business 
by improving your relationship with customers. Not to give away the ending, but the question goes something like this: “Would you recommend us to a friend?”
Fred Reichheld begins with this question “and from it builds a whole system for turning your customers into your promoters,” according to the review. Intrigued, I looked the book up online, where it says: “This single question allows companies to track promoters and detractors, producing a clear measure of an organization’s performance through its customers’ eyes.”
Have any of you read it?
