Corpus ID: 1681767

The one number you need to grow.

  title={The one number you need to grow.},
  author={Frederick F. Reichheld},
  journal={Harvard business review},
  volume={81 12},
          46-54, 124
  • F. Reichheld
  • Published 1 December 2003
  • Business, Medicine
  • Harvard business review
Companies spend lots of time and money on complex tools to assess customer satisfaction. But they're measuring the wrong thing. The best predictor of top-line growth can usually be captured in a single survey question: Would you recommend this company to a friend? This finding is based on two years of research in which a variety of survey questions were tested by linking the responses with actual customer behavior--purchasing patterns and referrals--and ultimately with company growth… Expand
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