The true engine of business growth is customer loyalty, and Fred Reichheld has spent decades proving it. While working at Bain & Company, he noticed that businesses with obsessive customer focus were crushing their competitors, yet no one was measuring the loyalty behind those results. So he created the Net Promoter Score (NPS), giving entrepreneurs a way to measure customer loyalty and retention. In this episode, Fred shares how companies like Costco, Apple, and Chick-fil-A create lasting loyalty and why enriching your customers’ lives is one of the most powerful drivers of business growth and endless referrals. In this episode, Hala and Fred will discuss: (00:00) Introduction (00:37) Building An Intrapreneurial Career Path (03:23) The Origin of Net Promoter Score (10:35) The Three Types of NPS Customers (13:47) How Love Drives Customer Loyalty (20:02) Turning Customers Into Promoters (23:20) Launching NPS as an Open-Source System (31:31) Why Referrals Beat Paid Marketing (39:35) The Philosophy of Winning on Purpose (44:08) Fred’s Top Business Lessons Fred Reichheld is a business strategist, author, and fellow at Bain & Company. He is the creator of the Net Promoter System, a widely used management system for measuring customer loyalty and improving retention. Named the “high priest of customer loyalty” by The Economist, Fred has shaped how the world’s most successful companies, including Apple, Costco, and Lego, build and measure customer relationships. Sponsored By: Indeed - Get a $75 sponsored job credit to boost your job's visibility at Indeed.com/profiting Shopify - Start your $1/month trial at Shopify.com/profiting. Quo - Run your business communications the smart way. Try Quo for free, plus get 20% off your first 6 months when you go to quo.com/profiting Remitly - Transfer money internationally across 100+ currencies with no hidden fees. Download the Remitly app or visit remitly.com to get started. Use code BUSINESS to get a $100 bonus after you send $300 or more. New customers only. Prolon - Reset your body with Prolon’s five-day plant-based program. Go to ProlonLife.com/PROFITING for 15% off sitewide plus a $40 bonus gift when you subscribe to their 5-Day Program. Northwest Registered Agent - Get a complete business identity with Northwest. Visit northwestregisteredagent.com/YAPFree and start using free resources to build something amazing. Cash App - If you’ve been curious about bitcoin but haven’t made the jump yet, Cash App makes it easy. Sign up at https://click.cash.app/ui6m/qmgmlraz For a limited time, new customers can get $10 added to their balance. Just use code CASHAPP10 when you sign up, and—don’t forget this part—send at least $5 to a friend in the first two weeks. Terms apply. Cash App is a financial services platform, not a bank. Banking services provided by Cash App’s bank partner(s). Bitcoin services provided by Block, Inc. brand. For additional information, see the Bitcoin disclosures at cash.app/legal/podcast Resources Mentioned: Fred’s Book, Winning on Purpose: bit.ly/FR-WonP Fred’s Book, The Ultimate Question 2.0: bit.ly/UltimateQstn Fred’s LinkedIn: linkedin.com/in/fredreichheld Fred’s Website: bain.com/our-team/fred-reichheld/ Active Deals - youngandprofiting.com/deals Key YAP Links Reviews - ratethispodcast.com/yap YouTube - youtube.com/c/YoungandProfiting Newsletter - youngandprofiting.co/newsletter LinkedIn - linkedin.com/in/htaha/ Instagram - instagram.com/yapwithhala/ Social + Podcast Services: yapmedia.com Transcripts - youngandprofiting.com/episodes-new Entrepreneurship, Entrepreneurship Podcast, Business, Business Podcast, Self Improvement, Self-Improvement, Personal Development, Starting a Business, Strategy, Investing, Sales, Selling, Psychology, Productivity, Entrepreneurs, AI, Artificial Intelligence, Technology, Marketing, Negotiation, Money, Finance, Side Hustle, Startup, Mental Health, Career, Leadership, Mindset, Health, Growth Mindset, Online Selling, Economics, E-commerce, Ecommerce, Negotiation, Prospecting, Persuasion, Inbound, Value Selling, Account Management, Sales Strategies, Scale, Scaling, Sales podcast Learn more about your ad choices. Visit megaphone.fm/adchoices
