| Record ID | ia:ultimatequestion00reic |
| Source | Internet Archive |
| Download MARC XML | https://archive.org/download/ultimatequestion00reic/ultimatequestion00reic_marc.xml |
| Download MARC binary | https://www.archive.org/download/ultimatequestion00reic/ultimatequestion00reic_meta.mrc |
LEADER: 03432cam 22006854a 4500
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005 20101011183630.0
008 050909s2006 maua b 001 0 eng
010 $a 2005025733
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050 00 $aHF5415.5$b.R439 2006
082 00 $a658.15/54$222
096 $aHF 5415.5$bR351u 2006
100 1 $aReichheld, Frederick F.
245 14 $aThe ultimate question :$bdriving good profits and true growth /$cFred Reichheld.
260 $aBoston, Mass. :$bHarvard Business School Press,$cc2006.
300 $axi, 211 p. :$bill. ;$c25 cm.
504 $aIncludes bibliographical references (p. 197-198) and index.
505 0 $aWhy 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.
520 8 $aBased on extensive research, 'The Ultimate Question' shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation.
650 0 $aCustomer relations.
650 0 $aConsumer satisfaction.
650 0 $aCustomer loyalty.
650 0 $aEmployee motivation.
650 0 $aEmployee loyalty.
650 0 $aLeadership.
650 0 $aSuccess in business.
650 12 $aConsumer Satisfaction.
650 12 $aPublic Relations.
650 22 $aPersonnel Loyalty.
650 22 $aPersonnel Management.
650 22 $aLeadership.
650 22 $aCommerce$xeconomics.
856 41 $3Table of contents$uhttp://www.loc.gov/catdir/toc/ecip0518/2005025733.html
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