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Preface

PART ONE WHY THE ULTIMATE QUESTION WORKS

1. Bad Profits, Good Profits, and the Ultimate Question

2. The Measure of Success

3. How the Net Promoter Score(NPS) Can Drive Growth

PART TWO HOW TO MEASURE RESPONSES

4. The Enterprise Story - Measuring What Matters

5. Why Satisfaction Surveys Fail

6. The Rules of Measurement

PART THREE BECOMING GOOD ENOUGH TO GROW

7. Design Winning Customer Strategies

8. Deliver - Building an Organization That Creates Promoters

9. Develop a Community of Promoters - By Listening

10. One Goal, One Number

Appendix A The Linkage Between NPS and Growth

Appendix B Winners and Sinners for Selected U.S. and U.K. Industries

Notes

Acknowledgments

Index

About the Author

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The ultimate question : driving good profits and true growth 이용현황 표 - 등록번호, 청구기호, 권별정보, 자료실, 이용여부로 구성 되어있습니다.
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CEOs regularly announce ambitious growth targets, then fail to achieve them. The reason? Their growing addiction to bad profits. These corporate steroids boost short-term earnings but alienate customers. They undermine growth by creating legions of detractors - customers who complain loudly about the company and switch to competitors at the earliest opportunity. Based on extensive research, "The Ultimate Question" shows how companies can rigorously measure Net Promoter statistics, help managers improve them, and create communities of passionate advocates that stimulate innovation. Vivid stories from leading-edge organizations illustrate the ideas in practice. Practical and compelling, this is the one book - and the one tool - no growth-minded leader can afford to miss.

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