Monday, October 24, 2011

Pursuit of ‘bad'

Books of Account
The Ultimate Question 2.0
Fred Reichheld
(Harvard)

Profits, good and bad

Say ‘profit,' and it perhaps sounds cool and makes you feel good. It can, therefore, be disturbing to open ‘The Ultimate Question 2.0' (Harvard) and find Fred Reichheld discuss two types of profits, viz. bad and good. In his view, good profits are earned with customers' enthusiastic cooperation, when the company so delights its customers that they willingly come back for more – and not only that, they tell their friends and colleagues to do business with the company.

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