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The ultimate question : driving good profits and true growth /

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Bibliographic Details
Main Author:	Reichheld, Frederick F.
Format:	Book
Language:	English
Published:	Boston, Mass. : Harvard Business School Press, [2006]
Subjects:	Customer relations. Consumer satisfaction. Customer loyalty. Employee motivation. Employee loyalty. Leadership. Success in business.
Online Access:	Table of contents

Table of Contents:

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.