000			03799cam a22005414a 4500
001			vtls000142172
003			FBU
005			20191219100720.0
008			161003s2011 mau b 001 0 eng
010			_a2011-013248
020			_a9781422173350 (hardback)
020			_a1422173356 (hardback)
035			_a(OCoLC)ocn701019416
035			_a16721196
039		9	_a201611281614 _byenh _c201611281613 _dyenh _c201611211509 _dnbhanh _c201611211508 _dnbhanh
040			_aDLC _cDLC _dYDX _dBTCTA _dYDXCP _dOCO _dBWX _dABG _dCDX _dDLC
042			_apcc
050	0	0	_aHF5415.5 _b.R439 2011
082	0	0	_a658.8/72 _222 _bTUQ 2011
090			_a658.872 _bREI 2011
100	1		_aReichheld, Frederick F.
245	1	4	_aThe ultimate question 2.0 : _bhow net promoter companies thrive in a customer-driven world / _cFred Reichheld with Rob Markey.
250			_aRev. and expanded ed.
260			_aBoston, Mass. : _bHarvard Business Press, _cc2011.
300			_axi, 290 p. ; _c24 cm.
500			_aPreviously published under title: Ultimate question.
504			_aIncludes bibliographical references and index.
505	0		_aFrom score to system -- The fundamentals of the Net Promoter System. Bad profits, good profits, and the ultimate question ; The measure of success ; How NPS drives profitable growth ; The enterprise story : measuring what matters ; The rules of measurement -- Getting results. Winning results with NPS ; Economics and inspiration : the dual imperatives ; Close the loop with customers ; Organize for the long journey ahead ; The road ahead -- Advice for the journey.
520			_a"In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company's future: "Would you recommend us to a friend?" By asking customers this question, you identify detractors, who sully your firm's reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: Defines the fundamental concept of Net Promoter, explaining its connection to your company's growth and sustained success, Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers, Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success"--Provided by publisher.
650		0	_aCustomer relations.
650		0	_aConsumer satisfaction.
650		0	_aCustomer loyalty.
650		0	_aEmployee motivation.
650		0	_aEmployee loyalty.
650		0	_aLeadership.
650		0	_aSuccess in business.
650	1	7	_aQuan hệ khách hàng
650	1	7	_aNgười tiêu dùng _xSự hài lòng
650	1	7	_aĐộng lực làm việc
650	1	7	_aThành công trong kinh doanh
650	1	7	_aNghệ thuật lãnh đạo
700	1		_aMarkey, Rob.
700	1		_aReichheld, Frederick F. _tUltimate question.
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cQ CH A
949			_600041001902 _a658.8/72
999			_c4780 _d4780