The Ultimate Question
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The Ultimate Question offers hands-on guidance on how to:Distinguish good profits from badIdentify core customers and set priorities for strategic investmentsMove customers beyond mere ìsatisfactionî to true loyaltyCreate communities of passionate advocates that stimulate innovation and growth The Washington Post Among management books, this one's a keeper.
1Bad profits, good profits, and the ultimate question32The measure of success233How the net promoter score (NPS) can drive growth394The enterprise story - measuring what matters595Why satisfaction surveys fail776The rules of measurement957Design winning customer strategies1178Deliver - building an organization that creates promoters1379Develop a community of promoters - by listening15510One goal, one number175App. AThe linkage between NPS and growth191App. BWinners and sinners for selected U.S. and U.K. industries195
