Fred Reichheld

The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World (2011)

Good intro to NPS and how to use it in such a way that you gain new insight into your business. It would have been good to have some examples featuring web products as it seems like there are some nuances there worth exploring. Also would have been helpful to get a perspective on how to do the in...