Why the ultimate question works
Bad profits, good profits, and the ultimate question
The measure of success
How the Net Promoter Score (NPS) can drive growth
How to measure responses
The enterprise story: measuring what matters
Why satisfaction surveys fail
The rule of measurement
Becoming good enough to grow
Design winning customer strategies
Deliver: building an organization that creates promoters
Develop a community of promoters: by listening
One goal, one number.
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The ultimate question : driving good profits and true growth by Frederick F. Reichheld. ISBN 9781591397830. Published by Harvard Business School in 2006. Publication and catalogue information, links to buy online and reader comments.
