The ultimate question : driving good profits and true growth / Frederick F. Reichheld
Boston, Mass. : Harvard Business School Press, c2006
xi, 211 p. : ill ; 25 cm.
Part 1: 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 -- Part 2: How to measure responses -- The enterprise story - measuring what matters -- Why satisfaction surveys fail -- The rules of measurement -- Part 3: 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