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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Description
xi, 211 pages : illustrations; 25 cm
Subject
  • Customer relations
  • Consumer satisfaction
  • Customer loyalty
  • Employee motivation
  • Employee loyalty
  • Leadership
  • Success in business
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