The ultimate question : driving good profits and true growth - Reichheld, Frederick F. (Boston, Mass. : Harvard Business School Press, 2006)
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.
Περιέχει βιβλιογραφία (σ. 197-198) και ευρετήριο.
Keywords: Customer relations; Consumer satisfaction; Customer loyalty; Employee motivation; Employee loyalty; Leadership; Success in business