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The ultimate question: driving good profits and true growth

Author: Reichheld, Fred Publisher: Harvard Business School Press, 2006.Language: EnglishDescription: 211 p. : Ill. ; 25 cm.ISBN: 1591397839Type of document: BookBibliography/Index: Includes bibliographical references and index
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Item type Current location Collection Call number Status Date due Barcode Item holds
Book Asia Campus
Main Collection
Print HF5415.5 .R45 2006
(Browse shelf)
Available 900095997
Book Europe Campus
Main Collection
Print HF5415.5 .R45 2006
(Browse shelf)
Available 001179468
Total holds: 0

Includes bibliographical references and index


The ultimate question Preface B PART OMand WHY THE ULTIMATE QUESTION WORKS 1 Bad Profits, Good Profits, and the Ultimate Question The Measure of Success How the Net Promoter Score (NPS) Can Drive Growth 2 3 PART HOW TO MEASURE RESPONSES 4 The Enterprise Story-Measuring Why Satisfaction Surveys Fail The Rules of Measurement What Matters 59 77 5 6 95 BECOMING GOOD ENOUGH TO GROW Design Winning Customer Strategies Deliver-Building an Organization That Creates Promoters Develop a Community of PromotersBy Listening One Goal, One Number Appendix A The Linkage Between NPS and Growth s Appendix B Winners and Sinners for Selected U.S. and U.K. Industries Notes Acknowledgments Index About the Author

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