Ultimate Question 2. 0 How Net Promoter Companies Thrive in a Customer-Driven World

Name: Ultimate Question 2. 0 How Net Promoter Companies Thrive in a Customer-Driven World
Availability: InStock
ISBN: 9781422173350

ISBN-10: 1422173356

ISBN-13: 9781422173350

Edition: 2011 (Revised)

Authors: Fred Reichheld, Rob Markey

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Book details

List price: $35.00
Copyright year: 2011
Publisher: Harvard Business Review Press
Publication date: 9/20/2011
Binding: Hardcover
Pages: 304
Size: 6.13" wide x 9.25" long x 0.13" tall
Weight: 1.144
Language: English

Frederick F. Reichheld, Director Emeritus and Fellow at Bain & Co., is the bestselling author of The Loyalty Effect (1996) and Loyalty Rules (2001), both published by HBS Press.



Preface


"Introduction: From Score to System



The Fundamentals of the Net Promoter System



Bad Profits, Good Profits, and the Ultimate Question



The Measure of Success



How NPS Drives Profitable Growth



The Enterprise Story-Measuring What Matters



The Rules of Measurement



Getting Results



Winning Results with NPS



Economics and Inspiration: The Dual Imperatives



Close the Loop with Customers



Organize for the Long Journey



The Road Ahead


Appendix: Advice for the Journey


Notes


Acknowledgments


Index


About the Authors