Chapter 1
1. See, for example, Frederick F. Reichheld, The Ultimate Question: Driving Good Profits and True Growth (Boston: Harvard Business School Press, 2006), The Ultimate Question 2.0: How Net-Promoter Companies Thrive in a Customer-Driven World (Boston: Harvard Business Review Press, 2011), and The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (Boston: Harvard Business School Press, 2001); Joseph Pine II and James H. Gilmore, The Experience Economy: Work Is Theatre and Every Business a Stage (Boston: Harvard Business School Press, 1999); and Don Peppers and Martha Rogers, The One to One Manager: Real-World Lessons in Customer Relationship Management (New York: Currency/Double-day, 1999), and Enterprise ...
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