BOOKS

The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Review Press, 2011), with Fred Reichheld

ARTICLES

“Are You Undervaluing Your Customers?” Harvard Business Review, January-February 2020

“Closing the Customer Feedback Loop” Harvard Business Review, December 2009

Loyalty Insights Series, Bain & Company, 2007-present

“Make it Easier for Happy Customers to Buy More” Harvard Business Review, October 19, 2016

“Run B2B Sales on Data, Not Hunches” Harvard Business Review, September 12, 2016

“The Four Secrets to Employee Engagement” Harvard Business Review, January 27, 2014

“Leading by Letting Go” Harvard Business Review, December 25, 2013

“Five Ways to Learn Nothing from Your Customers’ Feedback” Harvard Business Review, December 9, 2013

“Find Your Sweet Spot” Harvard Management Update, February 27, 2008