Publisher’s acknowledgements

We are grateful to the following for permission to reproduce copyright material:

Screenshots on pages 75, 97, 99 and 100 courtesy of SuiteCX; figure on p 142 from Kaplan, R. S. and Norton, D. P., ‘Using the balanced scorecard as a strategic management system’, Harvard Business Review, 76, © Harvard Business Publishing 1996.

Photos on p 126 © Kumar Sriskandan/Alamy Stock Image (top) and © ImageBROKER/Alamy Stock Image (bottom).

Contribution on pp. 168–9 courtesy of Jonathan Carter, and on pp. 174–84 courtesy of Martha Rogers, Ph.D.

Net Promoter, NPS, and the NPS-related emoticons are registered service marks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., Satmetrix Systems, Inc. and Fred Reichheld.