TY  - BOOK
AU  - Reichheld,Frederick F.
AU  - Markey,Rob
AU  - Reichheld,Frederick F --
TI  - The ultimate question 2.0: how net promoter companies thrive in a customer-driven world 
SN  - 9781422142394
AV  - HF5415 .U485 2011
PY  - 2011///
CY  - Boston, Mass.
PB  - Harvard Business Press
KW  - Customer relations
KW  - Consumer satisfaction
KW  - Customer loyalty
KW  - Employee motivation
KW  - Employee loyalty
KW  - Leadership
KW  - Success in business
KW  - Electronic Books
N1  - Previously published under title: Ultimate question; 2; 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 ahead ; The road ahead --; Advice for the journey; 2; b
N2  - "In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success, Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers, Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success"--Provided by publisher
UR  - https://search.ebscohost.com/login.aspx?direct=true&scope=site&db=nlebk&db=nlabk&AN=674895&site=eds-live&custid=s3260518
ER  -