000			01269nam a2200277#a 4500
001			00240
003			HDC
007			ta
008			230623s2006 xx 000 0 eng d
020			_a1591397839 (hbk.)
040			_aHDC
050			_aHF 5415.5 _b .R439 2006
100			_aReichheld, Frederick F.
245		4	_aThe ultimate question : _bdriving good profits and true growth / _cFred Reichheld.
264			_aBoston, Mass. : _bHarvard Business School Press, _cc2006.
300			_axi,211p. : _b ill. ; _c 25cm.
505			_a"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."
650			_aConsumer satisfaction.
650			_aCustomer loyalty
650			_aCustomer relations.
650			_aEmployee motivation.
942			_2lcc
942			_cBK
942			_kHF 5415.5
942			_m .R439 2006
999			_c21882 _d21882