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  1. 1
    The ultimate question 2.0 : how net promoter companies thrive in a customer-driven world Fred Reichheld with Rob Markey.
    by Reichheld
    Published Boston, Mass.: Harvard Business Press, 2011.
  2. 2
    E-service 24 ways to keep your customers when the competition is just a click away Ron Zemke, Tom Connellan
    by ZEMKE
    Published New York Amacom 2001
  3. 3
    Answering the ultimate question how Net Promoter can transform your business Richard Owen, Laura L. Brooks
    by OWEN
    Published San Francisco: Jossey-Bass, 2009
  4. 4
    Brand real how smart companies live their brand promise and inspire fierce customer loyalty Laurence Vincent
    by VINCENT
    Published New York Amacom 2012
  5. 5
    The Shopper economy the new way to achieve market place success by turning behavior into currency by Liz Crawford
    by CRAWFORD
    Published New York McGraw-Hill 2012
  6. 6
    Loyalty rules how today's leaders build lasting relationships Frederick F. Reichheld
    by REICHHELD
    Published Massachusetts harvard Business School Press 2001
  7. 7
    Indispendable how to become the company that your customers can't live without Joe Calloway
    by CALLOWAY
    Published New Jersey John Wiley & SOns 2005
  8. 8
    Return on customer creating maximum value from your scarcest resource Don Peppers and Martha Rogers
    by PEPPERS
    Published New York Doubleday/Currency 2005
  9. 9
    The ultimate question driving good profits and true growth Fred Reichheld
    by REICHHELD
    Published Boston Harvard Business School Publishing 2006
  10. 10
    Exceptional service, exceptional profit the secrets of building a five-star customer service organization Leonardo Inghilleri and Micah Solomon
    by INGHILLERI
    Published New York AMACOM 2010
  11. 11
    Increasing customer loyalty Review Harvard Business Review
    by HARVARD Business Review
    Published Boston Harvard Business Review 2011