The Satisfied Customer
The Satisfied Customer – Claes Fornell 
The Satisfied Customer is a blueprint for understanding facts of modern business and reveals the unheralded value of customer satisfaction.
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The Ultimate Question
The Ultimate Question – Frederick Reichheld e Rob Markey
In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results.
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Outside in
Outsite in – Harley Manning e Kerry Bodine
Based on fourteen years of research by the customer experience leaders at Forrester Research, Outside In offers a complete roadmap to attaining the experience advantage.