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The Ultimate Question : Driving Good Profits And True Growth (2006)

Call Number 658.1554/REICHHELD,F

(0 holds on 1 copy)
LocationCall NumberItem Status
Adult Nonfiction658.1554/REICHHELD,FAvailable
Published: Boston, Mass. : Harvard Business School Press, c2006
Description:  xi, 211 p. : ill. ; 25 cm
ISBN/ISSN: 1591397839, 9781591397830,
Language:  English

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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