If you want to know more about the dark side of selling, The Science of Selling is for you.
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Anything under 10 is a problem.
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What is the net promoter score amongst your staff for your product or service?
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Very close to a classic title on this topic is The Connected Company. It asks a basic question: Are you designed for customer delight?
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Peter Hinssen in The Network Always Wins suggests that, if your market is a network, your business should be organised as a network.
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word-of-mouth on steroids.
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One of the first writers here was Guy Vaynerchuk with The Thank You Economy and Peter Hsich with Delivering Happiness. Are you focussing on word-of-mouth?