TY  - BOOK
AU  - Reichheld,Frederick F.
TI  - The ultimate question: Driving good profits and true growth 
SN  - 9781591397830 (hbk.) :
PY  - 2006///
CY  - Boston, Mass.
PB  - Harvard Business School
KW  - Customer relations. Consumer satisfaction. Customer loyalty. Employee motivation
KW  - Employee loyalty. Leadership. Success in business
N1  - 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
ER  -