One of the bestsellers of the founding father of the NPS, Fred Reichheld. Mandatory to read for anyone who does something with customer experience. Actually for everyone, because for an optimal customer experience, not one person or team is responsible, but everyone within the organization. New to the world of customer satisfaction? Then we advise you to start with this book, because in the following books you will see that reference is regularly made to NPS and Reichheld.
