01591cam a2200301 a 4500 1/36716 090212s2006 enka b 001 0 eng d 1591397839 9781591397830 39306 DLC GR-PeUP 658.15΄54 REI Reichheld, Frederick F. The ultimate question : driving good profits and true growth / Fred Reichheld. Boston, Mass. : Harvard Business School Press, c2006. xi, 211 σ. : εικ. ; 25 εκ. Περιέχει βιβλιογραφία (σ. 197-198) και ευρετήριο. 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 -- How to measure responses -- The enterprise story: measuring what matters -- Why satisfaction surveys fail -- The rule of measurement -- 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. Customer relations. Consumer satisfaction. Customer loyalty. Employee motivation. Employee loyalty. Leadership. Success in business. INST UNIPILB MAIN 20090212 658.15΄54 REI 00157653 00157653 LOAN 4 20171009 1 /webopac/covers/02/39306_1591397839.jpg /webopac/covers/02/39306_9781591397830.jpg