The ultimate question
Subtitle: driving good profits and true growth
By: Fred Reichheld
Publisher: Harvard Business School Press
Published: 2006
Place of publication: Boston, Mass
Language: eng
Number of pages: 211
ISBN-13: 9781591397830
Subjects: Commerce; Employee motivation; Success in business; Public Relations; Employee loyalty; Economics; Customer relations; Customer loyalty; Leadership; Consumer satisfaction; Personnel Loyalty; Personnel Management; Consumer Satisfaction
Description: Based on extensive research, 'The Ultimate Question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.
Notes: Includes bibliographical references (p. 197-198) and index.
Table of contents: title: Why the ultimate question works; title: Bad profits, good profits, and the ultimate question; title: The measure of success; title: How the Net Promoter Score (NPS) can drive growth; title: How to measure responses; title: The enterprise story: measuring what matters; title: Why satisfaction surveys fail; title: The rule of measurement; title: Becoming good enough to grow; title: Design winning customer strategies; title: Deliver: building an organization that creates promoters; title: Develop a community of promoters: by listening; title: One goal, one number.