| Description |
xi, 211 pages : illustrations ; 25 cm |
| Bibliography |
Includes bibliographical references (pages 197-198) and index. |
| Contents |
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. |
| Subject |
Customer relations.
|
|
Customer relations. |
|
Consumer satisfaction.
|
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Consumer satisfaction. |
|
Customer loyalty.
|
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Customer loyalty. |
|
Employee motivation.
|
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Employee motivation. |
|
Employee loyalty.
|
|
Employee loyalty. |
|
Leadership.
|
|
Leadership. |
|
Success in business.
|
|
Success in business. |
| ISBN |
1591397839 |
|
9781591397830 |
|
