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The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World, by Fred Reichheld

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it is the behaviors, not the scores, that define promoters, passives, and detractors.
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The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World
by Fred Reichheld
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