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008			081006s2006^^^^maua^^^^^b^^^^001^0^eng^^
020			_a1591397839
020			_a9781591397830
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082	0	4	_a658.1554 _bR351u 2006
100	1		_964612 _aReichheld, Frederick F, _eautor
245	1	4	_aThe ultimate question : _bdriving good profits and true growth / _cFred Reichheld.
264	3	1	_aBoston, Mass. : _bHarvard Business School Press, _cc2006.
300			_axi, 211 páginas : _bilustraciones
336			_atexto _btxt _2rdacontent
337			_ano mediado _bn _2rdamedia
338			_avolumen _bnc _2rdacarrier
504			_aIncludes bibliographical references (p. 197-198) and index.
505	0		_aWhy 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.
650	1	4	_9332485 _aLealtad del consumidor.
650	1	4	_93472 _aMotivación del empleado.
650	1	4	_972754 _aRelaciones con los clientes.
650	1	4	_962599 _aSatisfacción del cliente.
856			_a_ _yTabla de contenido _uhttp://www.loc.gov/catdir/toc/ecip0518/2005025733.html
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