MARC details
| 000 -LEADER |
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| fixed length control field |
03360cam a22004334a 4500 |
| 001 - CONTROL NUMBER |
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| control field |
16721196 |
| 003 - CONTROL NUMBER IDENTIFIER |
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OSt |
| 005 - DATE AND TIME OF LATEST TRANSACTION |
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| control field |
20210115095443.0 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION |
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| fixed length control field |
110404s2011 mau b 001 0 eng |
| 010 ## - LIBRARY OF CONGRESS CONTROL NUMBER |
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| LC control number |
2011013248 |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
9781422173350 (hardback) |
| 020 ## - INTERNATIONAL STANDARD BOOK NUMBER |
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| International Standard Book Number |
1422173356 (hardback) |
| 035 ## - SYSTEM CONTROL NUMBER |
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| System control number |
(OCoLC)ocn701019416 |
| 040 ## - CATALOGING SOURCE |
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| Original cataloging agency |
DLC |
| Transcribing agency |
DLC |
| Modifying agency |
YDX |
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BTCTA |
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YDXCP |
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OCO |
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BWX |
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ABG |
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CDX |
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DLC |
| 042 ## - AUTHENTICATION CODE |
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| Authentication code |
pcc |
| 050 00 - LIBRARY OF CONGRESS CALL NUMBER |
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| Classification number |
HF5415.5 |
| Item number |
.R439 2011 |
| 082 00 - DEWEY DECIMAL CLASSIFICATION NUMBER |
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| Classification number |
658.8/72 |
| Edition number |
22 |
| 100 1# - MAIN ENTRY--PERSONAL NAME |
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| Personal name |
Reichheld, Frederick F. |
| 245 14 - TITLE STATEMENT |
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| Title |
The ultimate question 2.0 : |
| Remainder of title |
how net promoter companies thrive in a customer-driven world / |
| Statement of responsibility, etc. |
Fred Reichheld with Rob Markey. |
| 250 ## - EDITION STATEMENT |
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| Edition statement |
Rev. and expanded ed. |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. |
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| Place of publication, distribution, etc. |
Boston, Mass. : |
| Name of publisher, distributor, etc. |
Harvard Business Press, |
| Date of publication, distribution, etc. |
c2011. |
| 300 ## - PHYSICAL DESCRIPTION |
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| Extent |
xi, 290 p. ; |
| Dimensions |
24 cm. |
| 500 ## - GENERAL NOTE |
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| General note |
Previously published under title: Ultimate question. |
| 504 ## - BIBLIOGRAPHY, ETC. NOTE |
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| Bibliography, etc. note |
Includes bibliographical references and index. |
| 505 0# - FORMATTED CONTENTS NOTE |
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| Formatted contents note |
From 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 ## - SUMMARY, ETC. |
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| Summary, etc. |
"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 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Customer relations. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Consumer satisfaction. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Customer loyalty. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Employee motivation. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Employee loyalty. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Leadership. |
| 650 #0 - SUBJECT ADDED ENTRY--TOPICAL TERM |
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| Topical term or geographic name entry element |
Success in business. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
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| Personal name |
Markey, Rob. |
| 700 1# - ADDED ENTRY--PERSONAL NAME |
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| Personal name |
Reichheld, Frederick F. |
| Title of a work |
Ultimate question. |
| 906 ## - LOCAL DATA ELEMENT F, LDF (RLIN) |
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| a |
7 |
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cbc |
| c |
orignew |
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1 |
| e |
ecip |
| f |
20 |
| g |
y-gencatlg |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) |
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| Source of classification or shelving scheme |
Dewey Decimal Classification |
| Koha item type |
Book |