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1
The loyalty effect : the hidden force behind growth, profits, and lasting value / Frederick F. Reichheld , Thomas Teal.
Boston, Mass. : Harvard Business School Press, c1996
xii, 323 p. : ill. ; 24 cm.
2
The ultimate question 2.0 : how net promoter companies thrive in a customer-driven world / Frederick F Reichheld, Rob Markey
Boston, Mass. : Harvard Business Press, 2011
xi, 290 p. : ill. ; 24 cm.

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