The ultimate question :
by Reichheld, Frederick F.
Published by : Harvard Business School Press, (Boston, Mass. :) Physical details: xi, 211 p. : ill. ; 25 cm. ISBN:1591397839; 9781591397830.
Subject(s):
Customer relations.
|
Consumer satisfaction.
|
Customer loyalty.
|
Employee motivation.
|
Employee loyalty.
|
Leadership.
|
Success in business.
Year: 2006
Online resources:
| Item type | Current location | Call number | Status | Date due | Barcode |
|---|---|---|---|---|---|
| GU Main Campus | HF5415.5 .R439 2006 (Browse shelf) | Available | 18008532 |
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.
There are no comments for this item.