The ultimate question driving good profits and true growth

Almost everyone appreciates the importance of customer satisfaction in business, but this book takes that idea to two extremes. First, it claims that customer satisfaction is more important than any business criterion except profits. Second, it argues that customer satisfaction is best measured by o...

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Main Author:	Reichheld, Frederick F.
Published:	Boston, Mass. Harvard Business School 2006
Subjects:	Employee motivation Customer loyalty Leadership Consumer satisfaction Customer relations Employee loyalty

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