Shows
The Delighted Customers Podcast with Mark Slatin#130 The Power of Referrals: A Classic Episode RevisitedFred Reichheld is an expert on customer loyalty and a legend in the world of customer experience management. He and his "co-pilot" Rob Markey, created Net Promoter System, arguably one of the most used loyalty metrics in the world. He shared so many gems in our conversation that I decided to produce this edited version as a sort of "greatest hits" episode. In this episode: Why did Fred feel a sense of urgency to write his book, "Winning on Purpose"? Fred shares a personal story about receiving a cancer d...2025-04-1026 min
Humanity At Scale: Redefining LeadershipBeyond Profits: The Power of Customer Loyalty with Fred ReichheldWhat if the key to business success isn't just about profits, but about truly enriching customers' lives?In this episode of Humanity at Scale, host Bruce Temkin sits down with Fred Reichheld, Bain Fellow, NYT best selling author, Keynote Speaker, and creator of the Net Promoter System, to uncover the true power of customer loyalty. They explore why traditional satisfaction metrics often fall short while measuring loyalty, how NPS is misinterpreted and misused, and the importance of focusing on the "earned growth rate" when measuring real advocacy. Fred shares why referrals are the ultimate proof of loyalty and...2025-03-2039 min
Doing Customer Experience Right with Stacy Sherman153. Earning Customer Loyalty, Not Just Sales, For Revenue Growth | Stacy Sherman + Fred ReichheldHow do you turn satisfied customers into loyal advocates who rave about your brand? In this episode, Stacy Sherman revisits her insightful conversation with Fred Reichheld, the creator of the Net Promoter System (NPS), to explore key takeaways and actionable strategies for building customer loyalty. Discover how to activate brand promoters, measure true growth with the concept of Earned Growth, and enrich lives through exceptional customer experiences. You'll gain practical tips that help business leaders transform loyalty from a metric into a purpose. Don’t miss this deep dive into proven methods for sustainable success. Learn more at Access our FREE...2024-11-1815 min
The Greatness MachineTGM Classic | Fred Reichheld | Bain’s High Priest of Customer Loyalty Teaches the Secret to Winning on Purpose in BusinessBusiness is not just about making money. Business owners, especially those starting out, should have a clearly stated purpose or the essence of the organization. More than the numbers and figures, businesses exist to provide value to their customers. Likewise, customers recognize value when you provide them with products and services worth their time, effort, and money. Most of them, if not all, crave a personalized experience and want to feel cared for. Fred Reichheld, also known as the “high priest” of loyalty and the creator of the Net Promot...2024-04-221h 05
On The Homefront with Jeff DudanFred Reichheld | On the Homefront with Jeff Dudan #65Join host Jeff Dudan as he welcomes Fred Reichheld on today’s episode. Fred, recognized as the godfather of the Net Promoter Score (NPS), discusses his pivotal role in reshaping customer relationship management. This episode dives into Fred’s insights on enhancing customer satisfaction and building long-term loyalty. Want to own your own business? Take our business ownership quiz: https://podcast.homefrontbrands.com/en-us/business-ownership-quiz?hs_preview=UuqYSzMR-159529547022For your FREE Discernment eBook: https://podcast.homefrontbrands.com/en-us/discernmentJoin our Exclusive Facebook Group: https://www.facebook.com/groups/1442332473300030/ V...2024-04-1858 min
Customer Confidential: Untold Stories of Earned GrowthEp. 231: Fred Reichheld | Unleashing Earned Growth: The Referral SpectrumDiscover the engine of Earned Growth as Rob Markey and Fred Reichheld, Bain Fellow and "Winning On Purpose” author, hold a working session on how references and referrals significantly contribute to organic growth. Rob and Fred unearth the pivotal role that references and referrals play in propelling Earned Growth. They answer key questions such as: How would you characterize different referral types? What are the best mechanisms for measuring and attributing value to them? How do you navigate the tricky path of fostering genuine, organic referrals at scale? Together, they explore one of the thorniest is...2024-04-0435 min
The Delighted Customers Podcast with Mark SlatinWhat’s the Pioneering Edge for Today’s CX Leaders according to the NPS CreatorWhat’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you’ve won or lost? What is financial capitalism and why should it die? What’s on the pioneering edge today for CX leading companies? Will Southwest Airlines recover?...2024-03-1449 min
The Delighted Customers Podcast with Mark SlatinLeveraging Customer Referrals to Drive Exponential Growth with Andy CockburnHow could you leverage AI to earn growth from customer referrals? Andy Cockburn, CEO of Mention Me, took his knowledge and experience of working with Bain and with Fred Reichheld during the infancy phase of NPS's launch to create an AI tool that does just that. The Earned Growth Model, advocated by Reichheld in Winning on Purpose, posits a very specific point of differentiation from other growth models. It states that the customers who love you the most are where you can mine the most future growth. But how? Andy unveils how he pioneered a model to translate into cu...2024-01-2545 min
EO 360°: A podcast by the Entrepreneurs’ OrganizationFounder of NPS | Fred ReichheldFred Reichheld is the creator of the Net Promoter System. NPS practitioners include the likes of Apple, Schwab, American Express, and Intuit. The Net Promoter System (NPS) helps companies become more consumer-centric and helps enrich their customers, which ultimately leads to profitable growth. Fred is a fellow at Bain & Company, a global consultancy “that helps the world’s most ambitious changemakers define the future.” As a Bain Fellow, Fred is the founder of their Loyalty practice, which helps companies achieve results through customer and employee loyalty. With years of experience on his resume, listen in as Fred provides insights on gro...2024-01-1053 min
The Delighted Customers Podcast with Mark SlatinThe 3 Dimensions of Customer Value Creation with NPS Co-Inventor, Rob Markey, Part 1 of 2The Three Dimensions of Customer Value Creation Rob Markey ought to know a thing or two about customer loyalty. Rob was a CX expert and thought leader at Bain long before he and his colleague Fred Reichheld introduced Net Promoter to the world. He is a leader in Bain's Customer Customer Strategy and Marketing practice and the co-author of The Ultimate Question 2.0 with Fred Reichheld. This episode was originally intended as a deep dive on customer loyalty through the customer lifecycle for my Michigan State Un...2024-01-0438 min
Office Hours with David MeltzerImmad Akhund, Fred Reichheld, Waaris HundalImmad AkhundImmad Akhund was born in Pakistan and moved to/was educated in the UK before coming to Silicon Valley. He founded/sold several companies, and in doing so realized how onerous traditional banks were for entrepreneurs who had to go to a branch in person, fill out paperwork, do backflips to initiate a wire transfer etc. Mercury Bank is “Banking built for startups”, which allows them to scale with real bank accounts, custom made tools, & Mercury’s investor network. It has been a runaway success, already valued at $1.6B and most recently raised a $120M Series...2023-11-1053 minCustomer Confidential: Untold Stories of Earned GrowthEp. 222: Fred Reichheld | Measuring Customer Loyalty: The Journey from Retention to Net Promoter to Earned GrowthIn this episode, we launch our new show name: The Customer Confidential Podcast. We chose it after seeking lots of listener and guest input and believe that the new name better reflects the show’s mission—namely, to delve into untold stories of customer and industry transformations, sharing the journeys of both well-known and unsung heroes of customer centricity. We also seek out deep conversations with the thought leaders who inspire the best practitioners. Also, in this episode, which also marks our 10th anniversary, host Rob Markey welcomes back frequent guest (and Rob’s longtime mentor) Fred Reichhe...2023-10-1234 min
The Business of Customer LoveMoney can’t buy you love! How to earn your way to unstoppable growth with Fred ReichheldWhen it comes down to it, there are ultimately two forms of business growth: Earned and Paid.
Earned growth comes from doing the best things for your customers so they keep coming back and bring their friends along too. And as paid channels become more expensive with increasingly diminishing returns, it has never been more important to harness your earned channels.
In this episode Fred Reichheld, creator of the Net Promoter®, discusses the concept of Earned Growth and reveals how brands can start to re-balance their marketing efforts by delivering more earned grow...2023-06-0625 min
The Business Leader PodcastFred Reichheld: the Godfather of customer loyaltyFred Reichheld is a legend in the field of customer loyalty. If you’ve ever received a text or email asking to rate a product or service, you can thank Fred for that. Although the system isn’t without its critics, it’s estimated that NPS (Net Promoter Score) is now used by two-thirds of Fortune 1000 companies.Since its initial development in the early ‘90s, Fred developed the NPS system to measure how likely customers were to recommend a company to a friend. His latest book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, builds on the e...2023-05-1742 min
Work For HumansLove Your Customers: How Customer Loyalty Trumps Profit Accounting as a Measurement of Longterm Business Health | Fred Reichheld RevistedToday we are featuring Fred Reichheld. Named by The Economist as the "high priest" of loyalty, Fred is the creator of the Net Promoter Score (NPS).More than two-thirds of Fortune 1000 companies have reportedly used the Net Promoter Score to measure customer experience including household names like Apple, Netflix, and Disney. According to Fred, however, the vast majority of companies are using it wrong.Today, Fred shares what businesses can do differently to create a truly successful, fulfilling, and energized organization that prioritizes its customers and energizes its employees.In this episode, Dart...2023-04-071h 00
Rattle & Pedal: B2B Marketing PodcastLoving Your Clients with Fred Reichheld, Bain Fellow and Creator of Net PromoterFred Reichheld, creator of Net Promoter and author of Winning on Purpose, shares how professional services firms can become truly client-centric and realize the promise of NPS.
The post Loving Your Clients with Fred Reichheld, Bain Fellow and Creator of Net Promoter appeared first on Rattle and Pedal.2023-03-1831 min
The Delighted Customers Podcast with Mark SlatinWhy AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard OwenWhy AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard Owen Richard Owen is an innovator. The former CEO of Satmetrix, who helped Fred Reichheld elevate Net Promoter Score to become the world’s most popular customer loyalty metric, is innovating again. Richard is the CEO of OCX Cognition, a newly formed technology company with the aim of disrupting the status quo in the customer experience world. In this episode we discuss: ...2023-03-0933 min
Press 1 For NickExploring the Connection Between Love and Loyalty - Fred Reichheld [NPS]Exploring the Connection Between Love and Loyalty - Fred Reichheld [NPS]Fred Reichheld is the creator of the Net Promoter system of management, founder of Bain & Company’s Loyalty practice, and author of several books.Some people and companies implement NPS the wrong way by treating it as a score rather than a system, focusing on the number rather than the customer relationship.The right way to implement NPS is by treating it as a system, focusing on building customer relationships, and using the score as a means to an end rather than an...2023-02-2030 min
Defining HospitalityEnriching Lives - Daniel del Olmo - Episode # 092Today’s guest is a leader and motivator who champions involvement. He is an innovative problem solver and has a progressive record of achievements with significant experience in global business strategy. Daniel del Olmo is the President of Hotels and Restaurants at Sage Hospitality Group. Daniel joins the host Dan Ryan to share his views on the hospitality industry and talks about how enriching lives can lead to a better experience for everyone. Takeaways: The true purpose of hospitality is to enrich the lives of the guests, associates and the communities that you serve. You...2023-02-0853 min
Defining HospitalityEnriching Lives - Daniel del Olmo - Episode # 092Today’s guest is a leader and motivator who champions involvement. He is an innovative problem solver and has a progressive record of achievements with significant experience in global business strategy. Daniel del Olmo is the President of Hotels and Restaurants at Sage Hospitality Group. Daniel joins the host Dan Ryan to share his views on the hospitality industry and talks about how enriching lives can lead to a better experience for everyone.
Takeaways:
The true purpose of hospitality is to enrich the lives of the guests, associates and the communities that you serve. You...2023-02-0853 min
Let's Talk Loyalty#334: Fred Reichheld - Loyalty Industry Legend Launches "Winning On Purpose - the Unbeatable Strategy of Loving Customers" (Short Summary Show)Key insights from Fred Reichheld, a legend of the industry. As the creator of the “Net Promoter System”, Fred Reichheld is a true legend in the loyalty industry. His career spans 44 years as a consultant, author of four best-selling books and an internationally-renowned speaker on loyalty. Tom Peace, from The Loyalty People, shares his thoughts on Fred’s latest book called “Winning On Purpose – The Unbeatable Strategy of Loving Customers” – which features some profound new ideas on the very fundamentals of how we do business.Hosted by Tom PeaceShow Notes :1) Fred Reichheld2023-01-3005 min
The Delighted Customers Podcast with Mark SlatinFred Reichheld: What’s the Pioneering Edge for Today’s CX Leaders according to the NPS CreatorWhat’s the Pioneering Edge for Today’s CX Leaders according to NPS Creator, Fred Reichheld? There’s so much to unpack in this episode: Fred shares about a personal vulnerability What’s the right way to listen to customers? What is the huge mistake companies make relative to referrals? How do you know if you’ve won or lost? What is financial capitalism and why should it die? What’s on the pioneering edge today for CX leading companies? Will Southwest Airlines recover? And a ton more! Fred Reichheld Bio FRED REICHHE...2023-01-2647 min
The Greatness Machine157 | Fred Reichheld | Bain’s High Priest of Customer Loyalty Teaches the Secret to Winning on Purpose in BusinessBusiness is not just about making money. Business owners, especially those starting out, should have a clearly stated purpose or the essence of the organization. More than the numbers and figures, businesses exist to provide value to their customers. Likewise, customers recognize value when you provide them with products and services worth their time, effort, and money. Most of them, if not all, crave a personalized experience and want to feel cared for. Fred Reichheld, also known as the “high priest” of loyalty and the creator of the Net Promot...2022-12-131h 06
Next in QueueHow Likely Are You To Recommend featuring Steve BernsteinNPS® (Net Promoter System℠ / Net Promoter Score℠) was originally designed for B2C (Business to Consumer) as a predictor of loyalty. After working at Satmetrix Systems, the originator of the research behind NPS®, Steve Bernstein helped found Waypoint Group to tackle how to use NPS® in a B2B (Business to Business) environment. B2B has a significantly different buying cycle (both in length and complexity) from B2C, and often, many stakeholders influencing the buying decision.
Steve joins Next in Queue this week to discuss:
· The difference between Net Promoter System℠ and Net Promoter Score℠
...2022-12-0947 min
Be Customer LedFred Reichheld on the Importance of Customer Love“The best gift you could give your employees is to put them in a position where they can earn a life of meaning and purpose through service to others that get recognized and rewarded by teammates.”This episode of Be Customer Led with Bill Staikos features Fred Reichheld. Fred is one of the world's leading customer and employee loyalty experts. He is the Net Promoter System (NPS®) creator and has been called the "high priest" of loyalty by The Economist. Also, Fred is the founder of Bain's Loyalty practice and a fellow at Bain & Company, where Fred advis...2022-12-0734 minWork For HumansLove Your Customers: How Customer Loyalty Trumps Profit Accounting as a Measurement of Longterm Business Health | Fred ReichheldToday we are featuring Fred Reichheld. Named by The Economist as the "high priest" of loyalty, Fred is the creator of the Net Promoter Score (NPS). More than two-thirds of Fortune 1000 companies have reportedly used the Net Promoter Score to measure customer experience including household names like Apple, Netflix, and Disney. According to Fred, however, the vast majority of companies are using it wrong. Today, Fred shares what businesses can do differently to create a truly successful, fulfilling, and energized organization that prioritizes its customers and energizes its employees.In this episode, Dart...2022-11-151h 00
My Wakeup Call with Dr. Mark GoulstonEp 409 - Fred Reichheld In this episode I speak with Fred Reichheld, creator of the Net Promoter system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books including The Ultimate Question and the New York Times bestseller "The Ultimate Question 2.0, whose recent book is, WINNING ON PURPOSE The Unbeatable Strategy of Loving Customers," whose wakeup call was how loving customers by treating them well produced loyalty through earned growth that far exceeded profits than taking an accounting approach and bought growth through ads and manipulative enticements. https://www.bain.com/our-team/fred-reichheld/2022-10-2540 minCustomer Confidential: Untold Stories of Earned GrowthEp. 207: Fred Reichheld | Refocusing NPS for Earned GrowthIn this episode, Bain Fellow Fred Reichheld and Rob Markey discuss how Earned Growth and operational indicators can provide both inspiration and learning to an organization. We also explore companies’ most common Net Promoter Score mistakes, and we participate in a live audience Q&A. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback If you’d like to learn more about Fred Reichheld, you can find him on LinkedIn. This episode was sponsored by NPSx℠, a new vent...2022-10-1341 min
CRM Podcast(#25) WTF ist eigentlich der NPS?Der Net Promoter Score (NPS) ist mehr als lediglich noch eine weitere Kennzahl im Marketing. Richtig eingesetzt, könnt Ihr mit dem NPS die Kundenzufriedenheit messen, Schwachstellen entlang der Customer Journey identifizieren, proaktiv auf Probleme reagieren und so die Kundenbindung festigen. In dieser Folge erfahrt Ihr, wie der NPS ermittelt wird und welche Vor- und Nachteile das System hat. Außerdem gibt es 3 NPS Quick Wins, mit denen Ihr das Thema in Eurem Unternehmen voranbringen könnt.LiteraturWinning on Purpose: The Unbeatable Strategy of Loving Customers von Fred Reichheld The Ultimate Ques...2022-10-0118 min
Young and Profiting with Hala Taha (Entrepreneurship, Sales, Marketing)Fred Reichheld: Love Your Customers | Sales | E186When it comes to making customers happy, there is no one more knowledgeable than Fred Reichheld. Fred is one of the world’s leading experts on customer and employee loyalty. He created the Net Promoter Score, or NPS, which measures your customers’ experiences and satisfaction with your brand. NPS is used by two-thirds of the Fortune 1000. In this episode, Hala asks Fred about the Net Promoter Score and its three categories. They talk about how some of the biggest companies use NPS and how to encourage a customer-centered culture within your organization. They also talk about how to us...2022-09-051h 04
People, Not Numbers[My Moment Of Gratitude] #2 Paula ThomasToday's Moment of Gratitude is dedicated to a woman I love and respect so much, Paula Thomas 🙏.
Paula is the host of one of the best shows in Loyalty Marketing: Let's Talk Loyalty.
She is the one who made me realize I could do my own show and she helped me set it up.
Without her, People, Not Numbers would not have existed as an idea. Thank you Paula.
Follow Paula's show on any major platform.
My two fav episodes:
#98 with Lisa Brightwell on Whatsapp and Card link (not only on voice marketing as I mentioned in the episode 🙈 - https...2022-08-3108 min
Doing Customer Experience Right with Stacy ShermanWinning On Purpose and Measurements of Success with Fred ReichheldThousands of companies around the world have adopted the Net Promoter System (NPS) since its conception two decades ago by my guest, Fred Reichheld. During this episode, Fred explains the newest thinking (NPS 3.0), and best practices for doing it right, as many practitioners achieve a fraction of the system's full potential. We also talk about "Winning On Purpose" and enriching customer lives. Because, when customers feel loved, they come back for more and bring friends—generating good profits. You'll also hear about Earned Growth Rate (EGR): a complementary accounting measure leveraging the power of NPS, and more ways to measure busines...2022-06-2532 min
The Way Forward Webcasts with Leon Goren'Winning On Purpose' with Fred Reichheld, Founder of NPSWe are very excited to have Fred Reichheld, the creator of the Net Promoter system of management and the founder of Bain & Company’s Loyalty practice, as our special guest on The Way Forward podcast series. Fred is known for “putting loyalty economics on the map” and is a trusted expert in customer loyalty. Two thirds of the Fortune 1000 now use Net Promoter Score (NPS), the world’s leading customer success and loyalty framework. Companies that achieve the highest NPS in their industry...2022-05-221h 01
Unpacking the Digital ShelfThe Unbeatable Strategy of Loving Customers, with Fred Reichheld of Bain & Company, creator of the Net Promoter SystemFred Reichheld has spent a career at Bain creating and advancing the Net Promoter Strategy at some of the world’s greatest companies. And he knew it worked, not only to drive happy customers, but also outstanding financial success. In his new book, Winning on Purpose, he brings the receipts to prove it. Full of data, case studies, and practical approaches, Fred outlines the path to quote, turbocharge your loyalty growth engine using the most efficient and sustainable fuel ever invented: happy customers coming back for more and referring their friends.”2022-04-1136 min
Customer Experience SuperheroesCustomer Experience Superheroes - Series 9 Episode 1 - Winning on Purpose with Fred ReichheldFred Reichheld is business management royalty. The inventor of the universally adopted metric NPS (Net Promoter Score), Fred has dedicated his life to helping promote the importance in business of enriching peoples lives. He has worked with many organisations across the globe understanding what it is they do to make their customers want to stay with them and encourage others to join them too; the true meaning of loyalty as Fred puts it. Despite NPS being adopted by every industry and across the globe, Fred remains restless. With the majority of those using NPS not gaining the f...2022-03-1351 min
Customer First ThinkingA Question of Loyalty: An Interview with Fred Reichheld, Loyalty Guru and Creator of the Net Promoter SystemThe Net Promoter Score has become the primary method of calculating customer loyalty, adopted by companies everywhere as a beacon metric. Earning a top NPS score often requires a big shift in management culture, according to its creator Fred Reichheld, driven by a top-down commitment to enrich people’s lives.2022-03-1259 min
The CX Cast284: Our Take On Reichheld’s Winning On Purpose And NPS 3.0Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld.2022-03-1027 min
Crack the Customer Code479: Fred Reichheld, Winning on PurposeRecommendations are essential, and so is customer loyalty. Today's guest of Crack the Customer Code, Fred Reichheld, knows that well. He is the creator of the Net Promoter System of management, founder of Bain & Company's Loyalty practice, and author of five books, including a New York Times bestseller – The Ultimate Question 2.0. He is a frequent speaker at major business forums, and his work on customer loyalty has been covered in the New York Times, Wall Street Journal, Fortune, Financial Times, The Economist, and Businessweek. When Fred developed his Net Promoter System, he had no ide...2022-03-0133 minCustomer Confidential: Untold Stories of Earned GrowthEp. 193: Fred Reichheld | Customer Love: Go Big, or Go Home: Understanding the Power of ‘“Big NPS”It seems obvious: When customers feel loved and appreciated by a company, they stay longer, buy more, and enthusiastically return. But how do you get boards and shareholders to abandon quick profits and invest in the long-term goal of customer satisfaction? In this episode of the podcast, Fred Reichheld, a Bain fellow, creator of the Net Promoter System, and author of the new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, shares how leaders should be using NPS correctly to succeed in the long run. We’d love to hear from you. Help us...2022-02-1025 min
Customer Service Revolution072: Winning on Purpose – The Unbeatable Strategy of Loving CustomersChief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn: How NPS has been adopted by two-thirds of the Fortune 1000 companies Why NPS is broken and why he needed to write a new book to address what companies and leaders are doing wrong The most common misperceptions that people/companies have about NPS How we should define what constitutes a great company What “Earned...2022-02-0945 min
The Modern Customer PodcastGoodbye NPS? Inside the New Metric for CX SuccessFor decades, Net Promoter Score or NPS has been the gold standard for measuring the success of CX efforts. But its creator says the metric has been co-opted and is misused by too many companies. The most successful way to use NPS going forward is to combine with a new metric for CX success. Fred Reichheld says the crux of NPS is that every time you touch a life, you either enrich it or diminish it. NPS was designed to measure progress and encourage brands and employees to enrich their customers’ lives so much that they...2022-02-0836 min
Experience This!Soliciting, Scoring, and Scaring!Learn about how NOT to get someone’s attention in a first email, an in-depth review of Net Promoter Score, and when your phone is listening to the people around you. Bite-Sized Delight From the Episode: • CX Begins BEFORE Someone Becomes a Customer - Any interaction with a prospect (even a cold email outreach) starts to establish the future customer experience. Don't miss the chance to be remarkable and set the right tone for interactions you'll deliver in the future. • Make Sure You Use Net Promoter Score the Right Way - Fred Reichheld's newest...2022-02-0836 minCustomer Confidential: Untold Stories of Earned GrowthEp. 192: Fred Reichheld | Customer Love: Not Always Easy, But Always Right“Love” isn’t a word you often hear in business. It seems to run counter to the calculated numbers and tedious plans crafted in many boardrooms. But in his new book Winning on Purpose: The Unbeatable Strategy of Loving Customers, Fred Reichheld, a Bain fellow and creator of the Net Promoter system of management, makes it clear: Loving your customers is the key to continued success. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback2022-01-2731 min
Curious Leadership with Dominic MonkhouseE179 | Why Referrals are Essential for Business Growth and Reputation with NPS creator, Fred ReichheldHow loyal are your customers and employees? How likely are they to refer your organisation to their colleagues and friends? This is the basis of the Net Promoter System, a way of measuring customer retention devised by Fred Reichheld in the 1990s. Because Fred realised that if you increase customer retention, your profits will grow. Fred assumed that having discovered this and told people about it that all businesses would instantly put customers first. That what he’d come up with was a one and done thing. He hadn’t realised how hard it would be to...2022-01-2544 min
Press 1 For NickThe relationship between love and loyalty - Fred Reichheld [NPS]Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0. He is currently a fellow and senior advisory partner at Bain, where he has worked since 1977. According to the New York Times, Fred “put loyalty economics on the map.” The Economist refers to him as the “high priest” of loyalty.
What is one thing people might not know about you?
How are people/companies implementing NPS the wrong way? W...2022-01-1930 min
Press 1 For NickThe relationship between love and loyalty - Fred Reichheld [NPS]Fred Reichheld is the creator of the Net Promoter system of management, the founder of Bain & Company’s Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0.
He is currently a fellow and senior advisory partner at Bain, where he has worked since 1977. According to the New York Times, Fred “put loyalty economics on the map.” The Economist refers to him as the “high priest” of loyalty.
How are people/companies implementing NPS the wrong way? What is the right way?
How has NPS evolved?
What is the relationship between love and loyalty?
W...2022-01-1930 min
Fuel Your Imagination Through Your Ears With Full AudiobookWinning on Purpose: The Unbeatable Strategy of Loving Customers Audiobook by Fred ReichheldListen to this audiobook in full for free onhttps://hotaudiobook.com/freeID: 552861
Title: Winning on Purpose: The Unbeatable Strategy of Loving Customers
Author: Fred Reichheld
Narrator: Walter Dixon
Format: Unabridged
Length: 08:37:18
Language: English
Release date: 12-31-21
Publisher: Ascent Audio
Genres: Business & Economics, Marketing & Advertising, Management & Leadership, Business Development
Summary:
Can your company win by embracing a higher purpose? Yes—and this book tells you how.
Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it—from industrial giants such...2021-12-318h 37
Explore the Latest Full Audiobooks in Business & Economics, Business & Career DevelopmentWinning on Purpose: The Unbeatable Strategy of Loving Customers by Fred ReichheldPlease visithttps://thebookvoice.com/podcasts/1/audiobook/552861to listen full audiobooks.
Title: Winning on Purpose: The Unbeatable Strategy of Loving Customers
Author: Fred Reichheld
Narrator: Walter Dixon
Format: Unabridged Audiobook
Length: 8 hours 37 minutes
Release date: December 31, 2021
Ratings: Ratings of Book: 2 of Total 1
Genres: Business & Career Development
Publisher's Summary:
Can your company win by embracing a higher purpose? Yes—and this book tells you how. Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it—from industrial giants such as Mercedes-Benz and...2021-12-318h 37
Explore the Latest Full Audiobooks in Business & Economics, Business & Career DevelopmentWinning on Purpose: The Unbeatable Strategy of Loving Customers by Fred ReichheldPlease visit https://thebookvoice.com/podcasts/1/audiobook/552861 to listen full audiobooks. Title: Winning on Purpose: The Unbeatable Strategy of Loving Customers Author: Fred Reichheld Narrator: Walter Dixon Format: Unabridged Audiobook Length: 8 hours 37 minutes Release date: December 31, 2021 Ratings: Ratings of Book: 2 of Total 1 Genres: Business & Career Development Publisher's Summary: Can your company win by embracing a higher purpose? Yes—and this book tells you how. Few management ideas have spread so far and so wide as the Net Promoter System (NPS). Created by author and loyalty guru Fred Reichheld, companies across the spectrum have adopted it—from industrial giants such as Merc...2021-12-3130 min
CXChronicles PodcastCXChronicles Podcast Episode 150 with Fred Reichheld, Bain Fellow @ Bain & CompanyHey CX Nation,In episode #150 of The CXChronicles Podcast we welcomed Fred Reichheld, Bain Fellow at Bain & Company based in Boston, MA. Bain & Company is a global consultancy that helps the world’s most ambitious change makers define the future. Fred Reichheld is the creator of the Net Promoter System℠ (NPS®) and one of the world’s leading experts on customer and employee loyalty. The best-selling author of four books on loyalty, he is a fellow at Bain & Company and founder of Bain’s Loyalty practice, which helps companies achieve results through customer and employe...2021-12-2844 min
The Chief Customer Officer Human Duct Tape Show5 Ways to Earn Customer Growth with Fred Reichheld (Creator of the NPS Management System)“I preach to people to stop linking net promoter to bonuses and stop making it into a target, which makes it the objective as opposed to a learning process,” says Fred Reichheld, New York Times best-selling author, customer loyalty guru, and creator of the Net Promoter Score management system. Fred and I chat about the hard work that comes with good leadership, and the dedication that's needed in order to live up to promises, to put customers first, and to serve as a beacon of light.2021-12-1749 min
The Optical EntrepreneurFred Reichheld on Winning On Purpose: The Unbeatable Strategy Of Loving CustomersIn this episode, Conor talks with Fred about his book – Winning On Purpose: The Unbeatable Strategy of Loving Customers.You’ll discover how NPS feedback from millions of customers has revealed that the previously invisible forces of love and loyalty drive business success. Fred explains why most NPS practitioners achieve just a small fraction of the system’s potential, and how leading practitioners use it as a moral compass to ensure people are treated right.Fred reveals the difference between ‘good profits’ and ‘bad profits’ with the revolutionary Earned Growth Rate which provides the accounting twin to comple...2021-12-1343 min
Everyday MBAThe Unbeatable Strategy of Loving CustomersNYT bestselling author Fred Reichheld discusses the book "Winning on Purpose" and the unbeatable strategy of loving customers. Fred is one of the world’s leading experts on customer loyalty. He created the Net Promoter System and founded Bain and Company’s loyalty practice. The Net Promoter Score is used by businesses around the world to measure customer loyalty. He is the author of five books including the New York Times bestseller The Ultimate Question 2.0. Listen for three action items you can use today. Host, Kevin Craine Do you want to be a guest? Do...2021-12-1124 min
CXOTalk: Leadership, AI, and the Digital EconomyHow to Use Net Promoter Score (NPS) to Build Brand Loyalty#NPS #NetPromoterScore #CustomerLoyaltyBrand loyalty is a key to business growth, and one of the most important metrics for evaluating customer satisfaction is the Net Promoter Score (NPS) developed by Fred Reichheld. Unfortunately, many brands use NPS incorrectly without relying on NPS best practices.Today’s guest is Mr. Fred Reichheld, who shares with us how to use the Net Promoter System to drive loyalty and increase the amount of money customers spend through the entire customer journey.Read the full transcript: https://www.cxotalk.com/episode/what-net-promoter-score-how-use-it-nps-creatorSubscribe: https://www.cxotalk.co...2021-12-0943 min
The Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre You Winning on Purpose?—The Creator of the "Net Promoter" Tells Us How!Fred Reichheld, inventor of the Net Promoter Score® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld’s new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, shows tracking the actual referrals is the next level, what Reichheld describes as the “gold” in the business—and the future of your customer strategy. Key Ideas to Improve your Customer Experience Andy Taylor, Executive Chairman of Enterprise Holdings, once told Reichheld there is only one way to grow. Taylor told Reichhe...2021-12-0830 minThe Intuitive Customer - Helping You Improve Your Customer Experience To Gain GrowthAre You Winning on Purpose?—The Creator of the "Net Promoter" Tells Us How!Fred Reichheld, inventor of the Net Promoter Score® (NPS), sees customers recommendations as an act of love. Recommendations are a chance to provide an experience to someone they care about. Reichheld’s new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, shows tracking the actual referrals is the next level, what Reichheld describes as the “gold” in the business—and the future of your customer strategy. Key Ideas to Improve your Customer Experience Andy Taylor, Executive Chairman of Enterprise Holdings, once told Reichheld there is only one way to grow. Taylor told Reichhe...2021-12-0830 min
Helping Sells Radio320 Maureen Burns The book [Winning on Purpose] is about the soul of NPSMaureen Burns is a senior partner in Bain & Company's Boston office and a leader in Bain's Customer Strategy and Marketing Practice. Maureen is out with a new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, with co-authors Fred Reichheld and Darci Darnell. I asked how Maureen, who has a background in investment banking and serves financial services company clients, could sign up to co-author a book about loving customers. She told me that at first she was skeptical saying, "Fred, I can't go to my financial services c-suite clients and talk about love." What is...2021-12-0748 min
Helping Sells Radio318 Fred Reichheld Great businesses love customersFred Reichheld is the creator of the Net Promoter® , founder of Bain & Company's Loyalty practice, and the author of five books including the New York Times bestseller The Ultimate Question 2.0. Reichheld is out with a new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, with co-authors Darci Darnell and Maureen Burns. The ultimate purpose of any business is to enrich the lives of customers. This statement appears antithetical to the broadly accepted purpose of a business enterprise, which is to maximize profits or otherwise maximize shareholder value. But as the authors point out, when we enrich...2021-12-0748 min
FranklinCovey On Leadership with Scott MillerFred Reichheld: Win on PurposeJoin bestselling author and customer loyalty expert Fred Reichheld as he shares how organizations have achieved success by focusing on the primary purpose of business—enriching their customers’ lives.
Surprise With Unexpected Extras: Engage your team and brainstorm your way to increased customer loyalty with this tool.
2021-12-0734 min
The Voice of RetailWinning on Purpose, Net Promoter Score 3.0 with Fred ReichheldWelcome to the The Voice of Retail , I’m your host Michael LeBlanc, and this podcast is brought to you in conjunction with Retail Council of Canada For business leaders and marketers from around the world, author and Bain Fellow Fred Reichheld is a household name - even The Economist named him the “high priest” of customer loyalty. Today, I’m thrilled to sit down with the inventor of the Net Promoter Score to peel back the layers of the NPS v3.0, and the new era of customer loyalty in the post-COVID...2021-12-0628 min
How We SolveHow to Earn Customer Loyalty and Maintain High Employee Performance with Fred ReichheldThis episode features Fred Reichheld, founder of Bain & Company’s loyalty practice, which helps companies achieve sustainable results through improved customer and employee loyalty. He created the Net Promoter System℠ (NPS®) of management, which has been adopted by hundreds of leading companies. Fred explains how NPS helps companies become customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors. His work in the area of customer and employee retention has quantified the link between loyalty and profits.2021-12-0542 min
Outthinkers#31—Fred Reichheld: How Companies Can Recapture the True Value of the NPSFred Reichheld is the creator of the Net Promotor Score (or NPS). He is a Bain Fellow and the founder of their Loyalty practice, which helps companies achieve results through customer and employee loyalty. His work in the area of customer and employee retention has quantified the link between loyalty and profits. He's authored numerous best-selling books including The Loyalty Effect, Loyalty Rules!; and The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World. His work has been widely covered in outlets like The Wall Street Journal, New York Times, Financial Times, Fortune, Bus...2021-12-0318 minCustomer Confidential: Untold Stories of Earned GrowthEp. 189: Fred Reichheld | Introducing: Winning on PurposeA central theme in Fred Reichheld's new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, is purpose. For Fred, a well-defined company purpose is the engine that drives success. But it’s not enough. To succeed, an organization’s No. 1 goal should always be to make customers’ lives better. We’d love to hear from you. Help us enhance your podcast experience by providing feedback here in our listener survey. https://bit.ly/CCPodcastFeedback2021-12-0225 min
Amazing Business RadioNet Lives Enriched Featuring Fred ReichheldHow NPS Enriches the Lives of Customers, Employees, and LeadersShep Hyken interviews Fred Reichheld, creator of the Net Promoter® system of management, the founder of Bain & Company's Loyalty practice, and the author of five books including his latest, Winning on Purpose: The Unbeatable Strategy of Loving Customers. They discuss how companies can use Net Promoter Score to enrich lives and drive sustainable growth. Top Takeaways: Net Promoter Score is the metric that millions of companies have used for decades to know if they are doing a good job for their customers and their employe...2021-11-3027 min