Reichheld, F., and Markey, R., The Ultimate Question 2.0 (Boston: Harvard Business School Publishing, 2011), 4 – 6.
298
Там же, 62.
299
Freed, L., Innovating Analytics: How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results (Hoboken: John Wiley & Sons, 2013; Kindle edn), ch. 3.
