Reichheld, Frederick F.
The ultimate question : driving good profits and true growth / Fred Reichheld. - Boston, Mass. : Harvard Business School Press, c2006. - xi, 211 p. : ill. ; 25 cm.
Includes bibliographical references (p. 197-198) and index.
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.
1591397839 9781591397830
2005025733
GBA619710 bnb
013392271 Uk
Customer relations.
Consumer satisfaction.
Customer loyalty.
Employee motivation.
Employee loyalty.
Leadership.
Success in business.
HF5415.5 / .R439 2006
658.15/54
The ultimate question : driving good profits and true growth / Fred Reichheld. - Boston, Mass. : Harvard Business School Press, c2006. - xi, 211 p. : ill. ; 25 cm.
Includes bibliographical references (p. 197-198) and index.
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.
1591397839 9781591397830
2005025733
GBA619710 bnb
013392271 Uk
Customer relations.
Consumer satisfaction.
Customer loyalty.
Employee motivation.
Employee loyalty.
Leadership.
Success in business.
HF5415.5 / .R439 2006
658.15/54