Boston, Mass. : Harvard Business School Press, c2006
xi, 211 p. : ill. ; 25 cm ISBN/ISSN:
1591397839, 9781591397830, Language:
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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