Hey 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 employee loyalty.
His latest book, coauthored with Bain’s Rob Markey, is The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World (Harvard Business Press, 2011). In the book, Fred and Rob examine how NPS practitioners, including Apple Retail, Philips, Charles Schwab, Allianz, American Express and Intuit, have utilized this system to generate extraordinary results.
They also explain how NPS helps companies become truly customer-centric, unleashing profitable growth by systematically converting more customers into promoters and fewer into detractors.
Fred and Adrian also chat through The Four CX Pillars: Team, Tools, Process & Feedback to share some of the tips & tricks that have worked for Bain & Company as they've built & grown their business across the globe.
**Episode #150 Highlight Reel:**
1. Why making your customer's life better always drives profits & future growth
2. What drove Fred to create the Net Promoter Score (NPS) & why it drives innovation
3. Why high scoring NPS public companies outperformed the rest of the market
4. How great leaders set their team up for success & create amazing places to work
5. Speaking truth to create power and market dominance as you scale
Huge thanks to Fred for coming on the CXCP and featuring his work and efforts in pushing the customer experience & customer success space into the future.
Click here to learn more about Fred Reichheld
Click here to learn more about Bain & Company
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