TY  - BOOK
AU  - Brooks,Laura L.
AU  - Owen,Richard
TI  - Answering the ultimate question: how Net Promoter can transform your business 
SN  - 9780470260692
PY  - 2009///
CY  - San Francisco, CA
PB  - Jossey-Bass
KW  - Consumer satisfaction
KW  - Customer loyalty
KW  - Customer relations
KW  - Success in business
N1  - Includes bibliographical references (p. 291-293) and index
ER  -