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The ultimate question 2.0 : how net promoter companies thrive in a customer-driven world

by Reichheld, Frederick F.

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"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 com... Full description

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