Research Catalog
The ultimate question : driving good profits and true growth
- Title
- The ultimate question : driving good profits and true growth / Fred Reichheld.
- Author
- Reichheld, Frederick F.
- Publication
- Boston, Mass. : Harvard Business School Press, [2006], ©2006.
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2 Items
| Status | Format | Access | Call Number | Item Location |
|---|---|---|---|---|
| Text | Request in advance | HF5415.5 .R439 2006 | Off-site | |
Not available - Please for assistance. | Text | Use in library | Off-site |
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Details
- Description
- xi, 211 pages : illustrations; 25 cm
- Subjects
- Bibliography (note)
- Includes bibliographical references (p. 197-198) and index.
- Contents
- 1. Bad profits, good profits, and the ultimate question -- 2. The measure of success -- 3. How the net promoter score (NPS) can drive growth -- 4. The enterprise story - measuring what matters -- 5. Why satisfaction surveys fail -- 6. The rules of measurement -- 7. Design winning customer strategies -- 8. Deliver - building an organization that creates promoters -- 9. Develop a community of promoters - by listening -- 10. One goal, one number -- App. A. The linkage between NPS and growth -- App. B. Winners and sinners for selected U.S. and U.K. industries.
- ISBN
- 1591397839
- LCCN
- 2005025733
- 9781591397830
- OCLC
- ocm61479545
- SCSB-5926467
- Owning Institutions
- Columbia University Libraries