000			03034cam a2200325 i 4500
003			MIUC
005			20190425101857.0
008			141201s2011 mau||||| |||| 001 | eng d
020			_a9781422173350
040			_aDLC _cDLC _dYDX _dBTCTA _dYDXCP _dOCO _dBWX _dABG _dCDX _dDLC
082	0	0	_a658.872
100	1		_aReichheld, Frederick F. _9840
245	1	4	_aThe ultimate question 2.0 : _bhow net promoter companies thrive in a customer-driven world / _cFred Reichheld ; with Rob Markey.
250			_aRev. and expanded ed.
260			_aBoston : _bHarvard Business Press, _cc2011.
300			_axi, 290 p. ; _c24 cm.
500			_aPreviously published under title: Ultimate question.
504			_aIncludes bibliographical references and index.
505	0		_aPt. 1. The fundamentals of the new promoted system -- Ch. 1. Bad profits, good profits, and the ultimate question -- Ch. 2. The measure of success -- Ch. 3. How NPS drivers profitable growth -- Ch. 4. The enterprise story-measuring what matters -- Ch. 5. The rules of measurement -- Pt. 2. Getting results -- Ch. 6. Winning results with NPS -- Ch. 7. Economics and inspiration: The dual imperatives -- Ch. 8. Close the loop with customers -- Ch. 9. Organize for the long journey -- Ch. 10. The road ahead -- Appendix: Advice for the journey.
520			_an 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
650		0	_aCustomer relations _9841
650		0	_aConsumer satisfaction _9843
650		0	_aCustomer loyalty _9842
650		0	_aEmployee motivation _9404
650		0	_aEmployee loyalty _9844
650		0	_aLeadership _9845
650		0	_aSuccess in business _9336
700	1		_aMarkey, Rob _9846
942			_2ddc _cBK