The ultimate question : Driving good profits and true growth /
Published by : Harvard Business School ; (Boston, Mass. :) Physical details: xi, 211 p. : ill. ; 25 cm. ISBN:9781591397830 (hbk.) :; 1591397839 (hbk.) :.Item type | Current library | Collection | Call number | Status | Date due | Barcode | Item holds |
---|---|---|---|---|---|---|---|
Book | Asian Hope Secondary Library SECONDARY | TEACHERS' RESOURCES | 658.15 REI (Browse shelf (Opens below)) | Available | 202996 |
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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