4 of 4 people found the following review helpful
The bible on Customer Excellence,
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This review is from: The Ultimate Question 2.0 (Revised and Expanded Edition): How Net Promoter Companies Thrive in a Customer-Driven World (Kindle Edition)
If you work in customer service or run your own business you just have to read this book. It provides a practical route map to understanding how you can improve the relationship with your customers and how you can track customer engagement. I have read a lot of books on this subject matter but this is definitely THE defining book.