Reichheld, Frederick F. <br/><br/>
The ultimate question :  Driving good profits and true growth / 
Fred Reichheld. 
 - Boston, Mass. :  Harvard Business School ;  2006. 
 - xi, 211 p. :  ill. ;  25 cm. 
<br/><br/>Includes bibliographical references (p. 197-198) and index. 
<br/><br/>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. 
<br/><br/><label>ISBN: </label>9781591397830 (hbk.) : 1591397839 (hbk.) : 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer relations. Consumer satisfaction. Customer loyalty. Employee motivation.<br/>Employee loyalty. Leadership. Success in business.