1 hr 4 min
TGM Classic | Fred Reichheld | Bain’s High Priest of Customer Loyalty Teaches the Secret to Winning on Purpose in Business The Greatness Machine
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- Entrepreneurship
Business 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 Promoter System℠ (NPS®), joins us on the Greatness Machine to talk about customer loyalty and his book, Winning on Purpose.
In this episode, Darius and Fred discuss what great leadership looks like, the key driver of customer loyalty, and the ways to enrich the lives of other people. They also talk about NPS and eNPS and how these things work and help businesses measure the quality of their customer service.
Topics include:
What is the one key driver of customer loyalty
Definition of Net Promoter System℠ (NPS®) and how it works
Fred explains the NPS rating scale
Verbal NPS versus digital NPS
NPS versus eNPS
What makes a great leader
And other topics…
Resources mentioned:
Winning on Purpose: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/1647821789
Good to Great: https://www.amazon.com/Good-Great-Some-Companies-Others/dp/0066620996
Connect with Fred:
Website: https://www.netpromotersystem.com/
LinkedIn: https://www.linkedin.com/in/fredreichheld/
Connect with Darius:
Website: https://therealdarius.com/
Linkedin: https://www.linkedin.com/in/dariusmirshahzadeh/
Instagram: https://www.instagram.com/imthedarius/
YouTube: https://therealdarius.com/youtube
Book: The Core Value Equation https://www.amazon.com/Core-Value-Equation-Framework-Limitless/dp/1544506708
Learn more about your ad choices. Visit megaphone.fm/adchoices
Business 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 Promoter System℠ (NPS®), joins us on the Greatness Machine to talk about customer loyalty and his book, Winning on Purpose.
In this episode, Darius and Fred discuss what great leadership looks like, the key driver of customer loyalty, and the ways to enrich the lives of other people. They also talk about NPS and eNPS and how these things work and help businesses measure the quality of their customer service.
Topics include:
What is the one key driver of customer loyalty
Definition of Net Promoter System℠ (NPS®) and how it works
Fred explains the NPS rating scale
Verbal NPS versus digital NPS
NPS versus eNPS
What makes a great leader
And other topics…
Resources mentioned:
Winning on Purpose: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/1647821789
Good to Great: https://www.amazon.com/Good-Great-Some-Companies-Others/dp/0066620996
Connect with Fred:
Website: https://www.netpromotersystem.com/
LinkedIn: https://www.linkedin.com/in/fredreichheld/
Connect with Darius:
Website: https://therealdarius.com/
Linkedin: https://www.linkedin.com/in/dariusmirshahzadeh/
Instagram: https://www.instagram.com/imthedarius/
YouTube: https://therealdarius.com/youtube
Book: The Core Value Equation https://www.amazon.com/Core-Value-Equation-Framework-Limitless/dp/1544506708
Learn more about your ad choices. Visit megaphone.fm/adchoices
1 hr 4 min