TY  - BOOK
AU  - Reichheld,Frederick F
TI  - The ultimate question: driving good profits and true growth 
SN  - 1591397839
U1  - 658.1554 
PY  - 2006///
CY  - Boston, Mass.
PB  - Harvard Business School Press
KW  - Lealtad del consumidor
KW  - Motivación del empleado
KW  - Relaciones con los clientes
KW  - Satisfacción del cliente
N1  - Includes bibliographical references (p. 197-198) and index; 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
UR  - http://www.loc.gov/catdir/toc/ecip0518/2005025733.html
ER  -