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Index
Copyright Preface Introduction: From Score to System Part One The Fundamentals of the Net Promoter System
1. Bad Profits, Good Profits, and the Ultimate Question 2. The Measure of Success 3. How NPS Drives Profitable Growth 4. The Enterprise Story–Measuring What Matters 5. The Rules of Measurement
Part Two Getting Results
6. Winning Results with NPS 7. Economics and Inspiration: The Dual Imperatives 8. Close the Loop with Customers 9. Organize for the Long Journey 10. The Road Ahead Appendix: Advice for the Journey Notes Acknowledgments About the Authors
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