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

1. Customer relations
2. Consumer satisfaction
3. Customer loyalty
4. Employee motivation
5. Leadership
6. Employee loyalty
7. Success in business