AH International Schools' Libraries

The ultimate question : Driving good profits and true growth /

by Reichheld, Frederick F. Published by : Harvard Business School ; (Boston, Mass. :) Physical details: xi, 211 p. : ill. ; 25 cm. ISBN:9781591397830 (hbk.) :; 1591397839 (hbk.) :.
Subject(s): Customer relations. Consumer satisfaction. Customer loyalty. Employee motivation. | Employee loyalty. Leadership. Success in business.
Year: 2006
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Holdings
Item type Current library Collection Call number Status Date due Barcode Item holds
Book Book Asian Hope Secondary Library
SECONDARY 		TEACHERS' RESOURCES 658.15 REI (Browse shelf (Opens below)) Available 202996
Total holds: 0

Includes bibliographical references (p. 197-198) and index.

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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