Podcast appearances and mentions of Fred Reichheld

Today I'm joined by Fred Reichheld, Bain Fellow and NY Times Best-Selling Author, for a fascinating discussion on all things loyalty and CX.   Sponsored by https://www.b2bframeworks.com   Brought to you in partnership with https://awardsinternational.com

If you believe the highest goal of investing is simply to earn a high return, you may be overlooking a deeper purpose—how our money can be used for good.As investors, we've been given resources to manage, not just for profit, but in alignment with God's will and values. It's easy to see investing through a purely earthly lens, but God invites us into a much greater story. Today, Robin John joins us to explore that bigger vision.Robin John is co-founder and Chief Executive Officer at Eventide Asset Management, an underwriter of Faith & Finance. He's also the author of the forthcoming book, The Good Investor: How Your Work Can Confront Injustice, Love Your Neighbor, and Bring Healing to the World.A Vision for Redemptive InvestingEventide's tagline—“Investing that makes the world rejoice”—is more than marketing. It's a biblical conviction inspired by Proverbs:“When the righteous prosper, the city rejoices, but when the wicked perish, there are shouts of joy.” – Proverbs 11:10Righteousness, in this context, refers to those who seek the good of others. The righteous prosper by looking out for the people in the city. But the wicked prosper through exploitation, especially of the poor. That leads to groaning, not rejoicing.For Eventide, investing is about more than avoiding harm. It's about actively investing in companies whose products and practices bring tangible good into the world—serving real needs, not exploiting vulnerabilities.Can You Do Good and Do Well?A common concern among faith-based investors is whether aligning values with investments means sacrificing returns.Romans 12 tells us “not to conform to the patterns of this world but be transformed by the renewing of our minds.” That means we should be willing to make sacrifices if necessary. But that doesn't mean underperformance.Research from the Biblically Responsible Investing Institute, drawing on a 19-year study, compares values-based screening (which excludes companies involved in activities such as abortion, pornography, and tobacco) with the S&P 500 and yields equivalent long-term returns.It's a myth that you must compromise performance to honor your faith. At Eventide, they don't just avoid the bad—we seek out the good.The Ultimate Question, as posed by Bain consultant Fred Reichheld, also found that the most successful companies are those that best serve their customers and employees. Serving people well is good business, and it often leads to long-term outperformance.Why How You Make Money MattersJohn Wesley once said, ‘Make all you can, give all you can, but make all you can without hurting yourself or your neighbor.”Proverbs 1:19 also warns against partnering with those who gain through unjust means. It's not just what we give—it's how we earn that matters to God. Ill-gotten gain is not pleasing to Him.Generosity isn't limited to charitable giving. A teacher choosing to serve children instead of pursuing a higher-paying career is living generously, even without writing a check.The Good InvestorRobin's passion is to see everyday Christians empowered to invest in ways that reflect their values. His upcoming book, The Good Investor: How Your Work Can Confront Injustice, Love Your Neighbor, and Bring Healing to the World, aims to help believers do just that.The Good Investor doesn't stop at money—it's also a book about purpose and calling. Don't assume your calling means you have to start something new. Many Christians are exactly where God needs them to be. The real challenge is to recognize your work as valuable to God and do it in a way that reflects His goodness.Psalm 1:3 emphasizes that the blessed life is rooted in delighting in God's Word and walking in His ways:“That person is like a tree planted by streams of water...whatever they do prospers.”Robin's new book, The Good Investor: How Your Work Can Confront Injustice, Love Your Neighbor, and Bring Healing to the World, will be released on July 22 and is available for pre-order now wherever books are sold.This is a must-read for any Christian who wants to rethink investing through the lens of God's Kingdom—and rediscover the purpose and power of their everyday financial decisions.On Today's Program, Rob Answers Listener Questions:I have a 401(k) from my old school district job with approximately $7,000-$8,000 in it. I'm 55 and want to know if I should roll it over into my new company's retirement plan and what I should do with my IRA.I remarried after my first wife passed away. If I die, can my late wife's kids force my new wife out of our house, and how can I protect her?Resources Mentioned:Faithful Steward: FaithFi's New Quarterly MagazineEventide Asset ManagementThe Good Investor: How Your Work Can Confront Injustice, Love Your Neighbor, and Bring Healing to the World by Robin C. JohnThe Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld with Rob MarkeyWisdom Over Wealth: 12 Lessons from Ecclesiastes on Money (Pre-Order)Look At The Sparrows: A 21-Day Devotional on Financial Fear and AnxietyRich Toward God: A Study on the Parable of the Rich FoolFind a Certified Kingdom Advisor (CKA) or Certified Christian Financial Counselor (CertCFC)FaithFi App Remember, you can call in to ask your questions most days at (800) 525-7000. Faith & Finance is also available on the Moody Radio Network and American Family Radio. Visit our website at FaithFi.com where you can join the FaithFi Community and give as we expand our outreach.

From an early age, John Truby knew that stories are not just something that happens on a page. Story is all around us. It structures how we interpret events, and even how we decide how to live.  For John, story forms explain the way the world works.John is a screenwriter and the founder and director of Truby's Writers Studio in Los Angeles, where he teaches novelists, screenwriters and TV writers the deep secrets of what makes a great story. His students have generated more than fifteen billion dollars at the box office, and studios like Sony Pictures, Disney, Fox, HBO and AMC routinely consult John on how to improve the stories they tell.In this replay episode, Dart and John discuss:- The 14 genres that categorize everyday life- Which genres produce the most fulfilling work- Sales as an action story- Business Analysis as detective story- Corporate culture as western - Career as coming of age and memoir- How the horror genre lurks in the shadows around every layoff- And more…John Truby is a screenwriter, director, screenwriting teacher, author, and Hollywood consultant for studios such as Disney, Sony Pictures, Fox, HBO, and AMC. He is the founder and director of Truby's Writers Studio and has worked on over 1,000 film scripts over the last 30 years.John created his 22-step outline for storytelling in his first book, The Anatomy of Story, teaching his techniques through global masterclasses to over 50,000 students worldwide since the start of his career. His latest book, The Anatomy of Genres, was released in 2022.Resources Mentioned:The Anatomy of Genres, by Jon Truby: https://www.amazon.com/Anatomy-Genres-Story-Forms-Explain/dp/0374539227The Anatomy of Criticism, by Northrop Frye https://www.amazon.com/Anatomy-Criticism-Essays-Princeton-Classics/dp/0691202567Winning on Purpose, by Fred Reichheld: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/B09PC69XV3The Complete Aubrey/Maturin Novels, by Patrick O'Brian: https://www.amazon.com/Complete-Aubrey-Maturin-Novels-volumes/dp/039306011XCinema Paradiso (film), 1988Master and Commander (film), 2003Shane (film), 1953Glengarry Glen Ross (play), by David MametWorld Experience Organization: https://worldxo.org/Connect with John:Website: www.truby.comInstagram: https://www.instagram.com/johntrubyWork with Dart:Dart is the CEO and co-founder of the work design firm 11fold. Build work that makes employees feel alive, connected to their work, and focused on what's most important to the business. Book a call at 11fold.com.

Fred 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 diagnosis, which spurred him to focus on writing the book to correct misconceptions and realign the philosophy behind Net Promoter Score (NPS) and customer experience with genuine customer love and improvement. What is the core message of "Winning on Purpose"? Fred emphasizes that the central message is that customer love and referrals should be at the core of a business's purpose. Companies need to prioritize customer satisfaction and loyalty over other metrics to achieve true, sustainable success. They key metric that most companies don't measure but should be Fred discusses the importance of tracking and measuring customer referrals to drive business growth. What is the "earned growth" model and why is it important? Fred introduces the concept of "earned growth," which focuses on measuring how much business growth comes from returning customers and referrals.   

How 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. More at

“For we are his workmanship, created in Christ Jesus for good works, which God prepared beforehand, that we should walk in them.” - Ephesians 2:10Our good works are not for our sake but for God's sake, to give Him glory. Investing gives us a powerful way to do that. Today, we'll talk with Dr. Finny Kuruvilla about investing to change the world.Dr. Finny Kuruvilla is the Co-Chief Investment Officer and Founding Member of Eventide Asset Management, an underwriter of Faith & Finance. He holds an MD from Harvard Medical School, a PhD in Chemistry and Chemical Biology from Harvard University, a master's degree in Electrical Engineering and Computer Science from MIT, and a bachelor's degree from Caltech in Chemistry.The Purpose of InvestingInvesting has always been about supplying capital to businesses. This concept originated in the 1400s and 1500s with the rise of corporations, particularly those financing maritime trade. Investing primarily aims to fund companies to help them do good work. However, this purpose can be perverted to support businesses that go against God's design for humanity. Hence, it's crucial to remember that investing should always aim to fund ethical companies.Investing as OwnershipWhen you invest, you become a part-owner of a company, which carries an ethical responsibility. Like owning a small business, you are accountable for the actions of the companies you invest in. This ownership confers a duty to ensure these businesses align with your values and promote good.Integrity in InvestingRomans 12:9 states, "Let love be without hypocrisy. Abhor what is evil; cling to what is good." This principle applies to investing as well. To maintain integrity, you should avoid profiting from industries that contradict your values, such as pornography or tobacco. Instead, invest in businesses that advance the common good, like those making significant strides in healthcare and biotechnology.For example, advances in treatments for leukemia have dramatically increased children's survival rates, thanks to innovative companies in the healthcare sector. These companies exemplify how investment capital can drive significant positive outcomes.Performance and OutperformanceInvesting in businesses that promote the common good can lead to long-term outperformance. Studies, like those referenced in Fred Reichheld's "Winning on Purpose" and Alex Edmans' "Grow the Pie," show that companies adding value to their stakeholders often outperform their peers. This approach aligns with the biblical principle of loving your neighbor and can result in superior long-term returns.Eventide's ApproachEventide uses a framework called Business 360 to evaluate how companies interact with various stakeholders, including customers, employees, and the community. By focusing on companies excelling in value creation, Eventide aims to identify businesses aligned with promoting the global common good and likely to outperform over the long term.The future is bright for Faith-Based Investing because of the growing awareness in faith-based and secular circles that investing inherently involves ethical considerations. This awareness will lead to more opportunities to use investment dollars constructively, promoting values that align with a vision for a better world.Investing with integrity means aligning your investments with your values and ethical responsibilities. As Christians, this involves avoiding industries that contradict biblical principles and supporting those that advance the common good. Doing so can achieve both financial returns and a positive global impact. To learn more about this approach to investing, visit Eventide Funds.On Today's Program, Rob Answers Listener Questions:I heard somewhere that you can take 4% a year out of your 401(k)s, and they should last you, but I'm looking for information like that. How much? When do we start taking money from these 401(k)s?I could not file my income taxes on time this year, but I did again and got an extension. Are there any penalties that I need to be aware of? I also have become very lazy regarding budgeting, keeping my finances, and keeping on track with them. How do I start over? Where do I begin?Resources Mentioned:Eventide Asset ManagementWinning on Purpose: The Unbeatable Strategy of Loving Customers by Fred ReichheldGrow the Pie: How Great Companies Deliver Both Purpose and Profit by Alex EdmansRich Toward God: A Study on the Parable of the Rich FoolFind a Certified Kingdom Advisor (CKA) or Certified Christian Financial Counselor (CertCFC)FaithFi App Remember, you can call in to ask your questions most days at (800) 525-7000. Faith & Finance is also available on the Moody Radio Network and American Family Radio. Visit our website at FaithFi.com where you can join the FaithFi Community and give as we expand our outreach.

Many assumptions about what works, and what doesn't, in HR no longer hold true. So where do you turn? Data. HR analytics and other forms of data can help you make smarter hires, drive employee engagement and make better strategic decisions that will move your organization forward. To help you make sense of key people metrics, we've called in Colby Nesbitt, the head of people analytics at Lattice. Highlights [5:09] Key questions in HR that data can help answer [6:59] Employee engagement and eNPS [15:57] The difference between eNPS and engagement survey data [18:37] Using data strategically for DEI [22:43] Leveraging data for strategic HR initiatives [24:16] Getting started with HR analytics for small to medium-sized businesses [28:09] Addressing sources of friction in the workplace [38:54] Interpreting and comparing/benchmarking engagement data [42:41] Maturity in HR analytics [43:41] AI and the future of people analytics Guest Bio Colby Nesbitt, Head of People Analytics, Lattice Colby Nesbitt leads the People Analytics team at Lattice, an HR software company that helps companies drive high performance and engagement. For over a decade, she has used analytics to help organizations hire, assess, develop, and retain their most valuable talent. Before joining Lattice, she worked at Twitter and consulted for organizations across the federal government and military. Colby has a PhD in industrial organizational psychology and has published research on leadership, engagement, and the changing nature of work. Links https://www.linkedin.com/in/colby-kennedy-nesbitt-phd-0824b979/ https://lattice.com/ https://lattice.com/blog/survey-templates-to-help-you-go-deeper-into-your-employee-experience https://lattice.com/university https://lattice.com/community/rfh https://tinyurl.com/26th5r5v (“The Ultimate Question 2.0” by Fred Reichheld) https://experience.dropbox.com/resources/a-guide-to-managing-remote-teams https://www.hubspot.com/diversity/report https://www.comparably.com/ https://www.hrmorning.com/articles/hr-data-dilemma/ https://www.hrmorning.com/articles/start-tracking-your-enps/ Berta Aldrich's best-selling book, Winning the Talent Shift, is available on Amazon https://www.amazon.com/dp/1119768713 We want to hear from you. Leave a review (5-Star would be nice!) on Apple Podcasts and add your question in the comment. We read every review and use them to choose topics, guests, and interview questions for the podcast. You can also reach out at podcast@hrmorning.com.  If you love this show, please share your favorite episodes with colleagues and on social media. We greatly appreciate your support. Thank you for listening. Remember to subscribe and follow us so you never miss an episode!  Voices of HR is brought to you by HRMorning.com.

In this episode of Leveraging Thought Leadership, host Bill Sherman engages with Steve Wunker, Managing Director of New Market Advisors and co-author of the groundbreaking book The Innovative Leader: Step-By-Step Lessons from Top Innovators For You and Your Organization. Join them as they delve into the intricacies of fostering innovation within organizations and cultivating innovative leadership. Steve Wunker shares the core essence of The Innovative Leader, emphasizing its focus on the practical "how" of innovation. Drawing from interviews with 50 top innovative leaders and two decades of professional experience, the book provides actionable insights for individuals and organizations aiming to embrace innovation effectively. Delving into the genesis of the book, Wunker explains the  rationale behind merging leadership and innovation, bridging a crucial gap in existing literature. He recounts his journey collaborating with luminaries like Clayton Christensen and Fred Reichheld, emphasizing the transformative power of distilling complex concepts into compelling narratives. The Innovative Leader isn't just another book; it's a culmination of rigorous research and inductive conversations aimed at  demystifying innovation. Wunker sheds light on the book's data-driven approach, underscored by the belief that innovation is fundamentally about systems rather than sporadic bursts of inspiration. As they explore the strategies for book promotion, Wunker emphasizes the importance of striking a balance between broad outreach and deep engagement. From social media blitzes to keynote speeches and immersive articles, the book's marketing campaign is meticulously crafted to resonate with diverse audiences. Looking ahead, Wunker envisions The Innovative Leader as a seminal work shaping the landscape of innovative leadership for years to come. With aspirations for it to become a staple on the shelves of aspiring and seasoned leaders alike, Wunker  underscores the importance of continuous engagement and dissemination across various platforms. Tune in to this episode for invaluable insights into building a culture of innovation and unlocking the potential of leadership in driving meaningful change within organizations. Three Key Takeaways: • Innovation is Systematic: The episode emphasizes that innovation isn't merely a stroke of luck or genius but a systematic process. By understanding and implementing effective systems, individuals and organizations can foster a culture of innovation and sustain it over time. • Practical Actionability: The Innovative Leader stands out for its emphasis on practicality and actionability. It fills the gap in existing literature by providing step-by-step guidance for leaders and managers who aspire to drive innovation within their organizations, offering tangible strategies derived from real-world experiences. • Comprehensive Marketing Strategy: Wunker highlights the significance of a comprehensive marketing strategy for launching a book successfully. By combining broad outreach through platforms like social media with deep engagement via keynote speeches, articles, and podcasts, authors can maximize their book's impact and ensure its longevity in the market. If you want to learn more about balancing Innovation and Integration be sure to check out this article by Thought Leadership Leverage founder and CEO Peter Winick.

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

Join 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/ Visit our Instagram: https://www.instagram.com/thehomefrontpod/Tune in on YouTube: https://www.youtube.com/@thehomefrontpod?sub_confirmation=1Join and be a part of On The Homefront: https://linktr.ee/homefrontpodcastConnect with Jeff Dudan: https://www.linkedin.com/in/jeffdudan Connect with Fred: https://www.linkedin.com/in/fredreichheld/For more on the Net Promoter System: https://www.netpromotersystem.com/Order Fred's Book, ‘Winning on Purpose': https://www.netpromotersystem.com/books/winning-on-purpose/

Join 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/ Visit our Instagram: https://www.instagram.com/thehomefrontpod/Tune in on YouTube: https://www.youtube.com/@thehomefrontpod?sub_confirmation=1Join and be a part of On The Homefront: https://linktr.ee/homefrontpodcastConnect with Jeff Dudan: https://www.linkedin.com/in/jeffdudan Connect with Fred: https://www.linkedin.com/in/fredreichheld/For more on the Net Promoter System: https://www.netpromotersystem.com/Order Fred's Book, ‘Winning on Purpose': https://www.netpromotersystem.com/books/winning-on-purpose/

Discover 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 issues in accounting for the value of referrals: How much of a new referred customer's value should accrue to the referring customer versus the referred one? Guest: Fred Reichheld, Bain Fellow, founder of Bain's Loyalty Practice Host: Rob Markey, Partner, Bain & Company Time-stamped list of topics covered: 02:00 - Unveiling the Referral Spectrum 08:30 - Measuring the Impact of Referrals 15:45 - Attributing Value: Who Benefits? 22:10 - Fostering a Culture of Earned Growth Time-stamped list of notable quotes: 02:25 - Rob Markey: "A genuine referral, an authentic referral, is motivated by some form of goodwill towards the recipient." 05:45 - Fred Reichheld: "Earned Growth is not just a metric, it's a philosophy." 19:30 - Fred Reichheld: "The value of a referral is the cornerstone of organic expansion.” Additional Resources: Winning On Purpose by Fred Reichheld Bain & Company's Insights on Earned Growth Guest and Host Bio Links: Fred Reichheld LinkedIn Profile Rob Markey LinkedIn Profile Give Us Feedback: Help us enhance your podcast experience by providing feedback here. Send a note to host Rob Markey: https://www.robmarkey.com/contact-rob

What'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! Resources The Delighted Customers podcast website: https://www.empoweredcx.com/podcast Sign up for The Trusted Guide newsletter here: https://www.empoweredcx.com/newsletter Get the latest news and updates on LinkedIn here: https://www.linkedin.com/in/markslatin/ Register for the next Trusted Guide Roadmap™ Master Class here: https://www.empoweredcx.com/ The Agile Brand is produced by Missing Link—a Latina-owned strategy-driven, creatively fueled production co-op. From ideation to creation, they craft human connections through intelligent, engaging and informative content. https://www.missinglink.company

There is a clear divide at work between traditional finance-led companies and innovative, design-focused firms. Creative leaders face unique challenges, from guiding creative teams to addressing ethical dilemmas. As a design expert and creative at heart, Ekaterina Solomeina aims to revolutionize leadership education in this space through the Future London Academy. Here, leaders learn a fresh approach to navigate the complexities of creativity, ethics, and inclusivity in today's dynamic workplace.Ekaterina is a creative director, TEDx speaker, and co-founder of Future London Academy, an executive school for entrepreneurs, innovators, designers, and managers. For the past 14 years, Ekaterina has worked with top design companies and clients such as Versace, Microsoft, Walmart, IBM, and Coca-Cola, among others. In this episode, Dart and Ekaterina discuss:- What creative leaders need to know to lead today's workplace- Challenges faced by creative leaders: from understanding finance to facing ethics- How to manage creative employees effectively- The Future London Academy's faculty and disciplines- Measures and metrics for creativity and impact- Embracing neurodiversity as a leader- And other topics…Ekaterina Solomeina is a creative director, entrepreneur, TEDx speaker, and co-founder of Future London Academy. For the past 14 years, Ekaterina has worked with top design and innovation companies around the world, including Mind Gym, NB Studio, and Michael Wolff. Her clients include Versace, Microsoft, Walmart, IBM, and Coca-Cola, among others. Combining her design expertise with her passion for education, Ekaterina helped start Future London Academy, an executive school for creatives that bridges behavioral psychology and design to create better user experiences. Ekaterina's design mastery has made her a regular speaker for institutions across the globe including TedX, London School of Economics, and Brunel University. Resources mentioned:Winning on Purpose, by Fred Reichheld: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/1647821789 Connect with Ekaterina:www.futurelondonacademy.comInstagram: @futurelondonacademyLinkedIn: https://www.linkedin.com/in/solomeina 

How 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 customer love into earned growth.In this episode: Importance of Earned Growth and Referral ProgramsLeveraging earned growth as a vital metric for successOptimizing Customer Journeys for AdvocacyInsights gained from referral networks about customer behaviorThe Concept of Extended Customer RevenueUsing AI to assess customer propensity to refer and predict revenueRelying on advocacy for organic growth and stronger business relationships...and so much moreThis episode is packed with gems!Meet Andy!Andy Cockburn is CEO and Co-Founder of Mention Me, the Customer Advocacy platform empowering brands to turn fans into a powerful growth driver. Since co-founding the business  in 2013, he's scaled Mention Me to employ more than 120 advocacy experts who have delivered over USD $2.2bn in revenue for more than 500 clients, including Puma, Charlotte Tilbury, Michael Kors and other major brands worldwide.Prior to Mention Me, Andy was the UK Managing Director of VRBO, the world's largest market-place for vacation rentals (that floated on the NASDAQ for $3bn), and formerly the founder and CEO of Wigadoo, a technology start-up in the social payment space. He has an MBA from INSEAD and MA from Cambridge University.LinkedIn: https://www.linkedin.com/in/andycockburn/Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

Fred 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 growing your business.   Links: Fred's LinkedIn: https://www.linkedin.com/in/fredreichheld/ Net Promoter System: https://www.netpromotersystem.com/  

Les enquestes NPS són un instrument imprescindible per al màrqueting de recomanació (referral marketing). Ja n'hem parlat; ho podeu recuperar al darrer post. Ara bé, la immensa majoria d'escoles que la fan, no en saben treure tot el profit. N'obtenen la xifra NPS, que serveix com a indicador quantificat de la valoració del servei, i això està molt bé. I, d'altra banda, disposen d'un llistat de les causes de la satisfacció o la insatisfacció, més o menys extens, segons l'encert que hagint tingut en la forma de demanar-ho. Això, sens dubte, ja és moltíssim, perquè compten amb una checklist d'accions de millora.Però no és prou. Podem fer que les enquestes NPS siguin extraordinàriament profitoses. Com? Aconseguint que no siguin anònimes. Sí. Això és el que proposa Fred Reichheld (que és qui va inventar les enquestes NPS) en el llibre La pregunta decisiva 2.0.En l'episdo anterior, he explicat què són les enquestes NPS.https://brandingescolar.com/nps-cat/

From Scientist to Sales Pro: Unlocking Your Potential for Career Growth Does this sound familiar? You're transitioning to a sales role or industry and want to excel in revenue-related positions. Perhaps you've been told to focus solely on traditional sales techniques without embracing data-driven decision-making. The pain of this ineffective action is feeling stuck in outdated methods and missing out on opportunities for growth and success. It's time to break free from this cycle and achieve real results. My guest is Randi-Sue Deckard Randi-Sue Deckard's career trajectory is a captivating story of transformation and resilience. Transitioning from a clinical lab scientist to the Senior Vice President of Client Engagement at Bessler, Randi-Sue's journey is a testament to the power of embracing change and leveraging data-driven decision-making. Her wealth of experience in sales, marketing, and customer success positions her as a valuable guide for professionals seeking to excel in revenue-related roles. Randi's journey and expertise offer a unique perspective on navigating career transitions and overcoming fear, making her a compelling source of inspiration for those looking to enhance sales performance and drive business growth through data-driven strategies. Everything is figureoutable. I know I don't know all the answers, but I have a network and I have people I can ask, and I don't have no ego. Who can help me? It's not about title. It's like, who can help me? - Randi-Sue Deckard In this episode, you will be able to: Overcome content consumption and take meaningful action to achieve your goals. Master the mindset to conquer fear and achieve personal growth. Apply the scientific method to drive success in your business. Transition to sales and embrace data-driven decision-making for enhanced performance. Embrace customer-centricity to propel business growth and success. Applying the scientific method Applying the scientific method in a business context involves careful data analysis and making informed decisions. Randi emphasizes the importance of having the right data set and approaching it with honesty. With her experience in sales, she further underlines the need to understand individual metrics within the larger business process and avoid common mistakes such as changing too many variables at once. This approach allows for improved decision-making and ultimately, better business performance. Sales is just a conversation. We overcomplicate it. Everything happens human to human. And so sales is just a conversation. How can I help you? And I am a helper by nature. - Randi-Sue Deckard The resources mentioned in this episode are: Connect with Randi-Sue Deckard on LinkedIn to learn more about her journey and insights into sales, mindset, and professional growth. Check out the book Sell Without Selling by Andy Paul to explore a different approach to sales and building relationships. Explore the Ultimate Question by Fred Reichheld to gain insights into customer loyalty and the Net Promoter Score (NPS) concept. Consider using a habit tracker to be intentional about your habits and track your progress in various areas of your life. Reach out to professionals in your desired field for guidance and advice, and be intentional about building relationships for long-term value. This episode is brought to you by the Phoenix Club - your community of people who are interested in Rising Together. Ever Curious. Constantly Learning. Connected

The Three Dimensions of Customer Value CreationRob 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 University Master's students but it was just too good to not share in an episode.  As usual, Rob brings insights and wisdom to empower anyone interested in creating value for their customers starting with the three dimensions of value according Bain uses in their approach with clients. Also included in this episode:

What if you 1 in 4 Americans relied on the experience you led?60,000,000 Americans rely on AAA for their roadside assistance when things don't go as planned. Bryan Sander, CCXP MBA, leads customer experience for AAA and joins me on the Delighted Customers Podcast (episode will drop tomorrow). Bryan's advice for CX leaders interested in strategies for growing credibility?He's assembled a CX team of over people helping AAA deliver outstanding and consistently good experiences to their members.Bryan is one of the sharpest minds among CX practitioners who I've ever met. You will not want to miss a minute.Tons of practical insights from one of my favorite CX leaders including:

In 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 Reichheld, Bain fellow and founder of Bain's Loyalty practice. Rob and Fred trace the evolution of Fred's earned growth rate concept from its roots in Fred's early work on customer retention at Bain. They unravel the intricacies of customer-centric metrics and how they have changed. They note the impact of genuine referrals vs. those that are bought and differentiate between earned and purchased growth. Importantly, they acknowledge and explore challenges in quantifying earned growth and how some companies have begun to tackle them successfully. Guest: Fred Reichheld, Bain fellow, founder of Bain's Loyalty practice, and author of Winning on Purpose: The Unbeatable Strategy of Loving Customers

When 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 growth alongside their paid channels.  

Today 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 and Fred talk about viewing a company's progress through the experience of its customers. They discuss why Fred believes organizations are built to love customers and enrich their lives, while leaders are meant to respect and recognize their employees. Fred also speaks about the importance of maximizing value in a business by creating value for its customers.Topics Include:- Mistakes companies make when measuring progress- The ideas behind Fred's new book, Winning on Purpose- How to use emotional relationships to propel your business- Why Fred hopes "earned growth" will replace NPS- What creates energized employees- How to track net revenue retention- The best way to increase a company's value- And other topics…Fred Reichheld is the creator of the Net Promoter Score and pioneer of the loyalty business model. His work guides two-thirds of Fortune 1000 companies that use the Net Promoter Score to outline their customer success.Fred is a New York Times best-selling author. As a Harvard alum, he also shares his knowledge through eight Harvard Business Review articles. He is a current Fellow at Bain & Company and has previously been named one of the top 25 consultants in the world by Consulting Magazine. His work has been covered by publications like The Wall Street Journal, New York Times, Fortune, Business Week, The Economist, and more.Fred's groundbreaking concepts of “customer loyalty” and “Earned Growth Rate” have allowed him to restructure outdated business models. His teachings promote customer retention, repetition, and referrals spanning different industries. He continues to research, write, and speak about these topics across the country.Resources Mentioned:Winning on Purpose, by Fred Reichheld: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/1647821789/Fred Reichheld's LinkedIn: https://www.linkedin.com/in/fredreichheldNet Promoter System: netpromotersystem.comNPSx System, by Bain: https://www.npsx.com/The Cold Start Problem, by Andrew Chen: https://www.amazon.com/The-Cold-Start-Problem/dp/B08MKNHSWC/

Fred 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.

Fred 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.

Why AI is a Game Changer for Customer Experience with OCX Recognition CEO Richard OwenRichard 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:The economic disparity between the 3 NPS segmentsWhat's the difference between AI, machine learning, and neurolinguistic programmingHow can this data help companies improve their customer experience?The evolution of customer research and why AI is a game changerAnd a whole lot more.Meet Richard:Richard OwenFounder and CEORichard Owen is one of the best-known thought leaders in the CustomerExperience industry. While CEO at Satmetrix, his team led the developmentof the Net Promoter Score methodology with Fred Reichheld, which created themost widely used approach to measuring customer experience in theworld. Together with Dr Laura Brooks he co-authored “Answering the ultimatequestion” which quickly became the “how to” guide for NPS practitioners. Richard launched netpromoter.com which was supported by over 20,000 subscribers; the NPS Certification program with over 6,000 companies taking part and a conference series that ran for 10 years and 20 conferences. Today he is the founder and CEO of OCX Cognition, a software and data science company using machine learning to create real time NPS and customer health performance data. Richard has enjoyed a 30-year career centered around the use of technology to transform business operations. As an executive at Dell Computer Corporation, he oversaw the re- engineering of the companies supply chain operations, the growth of Dell's consumer business in Japan and, as VP of Online, the scaling of the world's largest electronic commerce businessof the 1990s. He has led two software companies to successful exits, with AvantGo (mobile enterprise software) achieving a public listing on the Nasdaq and Satmetrix, the cloud software co-creator of NPS, sold to NICE Systems. Richard has held several board positions in both public and private companies and has served on compensation, audit and special board committees.An active venture investor, he most recently joined the board of Ajua, an innovative pioneer in customer data based in Nairobi, Kenya. Having lived in Japan, the UK and the USA, he is a true international business thinker and Africa is a new and exciting passion for him. Richard holds an undergraduate degree in Mathematics and Economics from the University of Nottingham, England, and an MBA From the MIT Sloan School of Management. He lives with his wife Susan in Scottsdale, Arizona.Contact:https://www.linkedin.com/in/richard-owen-98ba3/https://ocxcognition.com/company/https://www.linkedin.com/company/ocxcognitionSubscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

From an early age, John Truby knew that stories are not just something that happens on a page. Story is all around us. It structures how we interpret events, and even how we decide how to live. For John, story forms explain the way the world works.John is a screenwriter and the founder and director of Truby's Writers Studio in Los Angeles, where he teaches novelists, screenwriters, and TV writers the deep secrets of what makes a great story. His students have generated more than fifteen billion dollars at the box office, and studios like Sony Pictures, Disney, Fox, HBO, and AMC routinely consult John on how to improve the stories they tell. In this episode, Dart and Jon discuss:- The 14 story genres that categorize everyday life- Which genre produces fulfilling work- Reflecting on your work by creating a memoir- Business analysis as a detective story- The horror narrative of layoffs- Sales as an action genre- What the romance genre has to do with work- And other topics...Jon Truby is a screenwriter, director, screenwriting teacher, author, and Hollywood consultant for studios such as Disney, Sony Pictures, Fox, HBO, and AMC. He is the founder and director of Truby's Writers Studio and has worked on over 1,000 film scripts over the last 30 years. Jon created his 22-step outline for storytelling in his first book, The Anatomy of Story, teaching his techniques through global masterclasses to over 50,000 students worldwide since the start of his career. His latest book, The Anatomy of Genres, was released in 2022.Resources Mentioned:The Anatomy of Genres, by Jon Truby: https://www.amazon.com/Anatomy-Genres-Story-Forms-Explain/dp/0374539227 The Anatomy of Criticism, by Northrop Frye https://www.amazon.com/Anatomy-Criticism-Essays-Princeton-Classics/dp/0691202567 Winning on Purpose, by Fred Reichheld: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/B09PC69XV3 The Complete Aubrey/Maturin Novels, by Patrick O'Brian: https://www.amazon.com/Complete-Aubrey-Maturin-Novels-volumes/dp/039306011X Cinema Paradiso (film), 1988Master and Commander (film), 2003Shane (film), 1953Glengarry Glen Ross (play), by David MametWorld Experience Organization: https://worldxo.org/ Connect with Jon:www.truby.com www.anatomyofgenres.com 

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 end in itself.NPS has evolved to include different methods of measuring and acting on customer feedback.Love and loyalty are closely related, as customers who feel loved by a company are more likely to be loyal and to recommend the company to others.Companies that focus on frontline team leaders are more likely to succeed in building customer loyalty.To be remarkable, companies must provide a unique and valuable customer experience.Persistence is key to building customer loyalty over time.Only 10% of executives believe the primary purpose of the business is to enrich customers' lives, highlighting a need for more customer-centric thinking in business.ABOUT NICK GLIMSDAHLSubscribe to my bi-monthly newsletterFind Press 1 For Nick on YouTubeFind me on TwitterFind me on LinkedInLISTENER SUPPORTPurchase Nick's books: Reasons NOT to Focus on Employee Experience: A Comprehensive GuideApparel: https://www.teepublic.com/user/press-1-for-nick Support this show through Buy Me A CoffeeBOOK RECOMMENDATIONS:Learn about all the guests' book recommendations here: https://press1fornick.com/books/ BROUGHT TO YOU BY:VDS: They are a client-first consulting firm focused on strategy, business outcomes, and technology. They provide holistic consulting services to optimize your customer contact center, inspiring and designing transformational change to modernize and prepare your business for the future. Learn more: https://www.govds.com/ This podcast is under the umbrella of CX of M Radio: https://cxofm.org/Podcast-Shows/ SPONSORING OPPORTUNITIES:Interested in partnering with the Press 1 For Nick podcast? Click here: https://press1fornick.com/lets-talk/ 

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 Peace Show Notes : 1) Fred Reichheld 2) Tom Peace 3) Loyalty People 4) #167:Fred Reichheld - Loyalty Industry Legend - Launches "Winning On Purpose - the Unbeatable Strategy of Loving Customers" 5) "Winning on Purpose: The Unbeatable Strategy of Loving Customers"

What'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 vulnerabilityWhat'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 BioFRED 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. Fred is a frequent speaker at major business forums, and his work on  customer loyalty has been widely covered in the Wall Street Journal, New York  Times, Financial Times, Fortune, Businessweek, and The Economist. He has  made fifteen contributions to the Harvard Business Review and, in 2012, became  one of the original LinkedIn Influencers, an invitation-only group of corporate leaders and public figures who are thought leaders in their respective fields. In  2003, Consulting Magazine named Fred as one of the world's “25 Most  Influential Consultants.” According to the New York Times, Fred “put loyalty  economics on the map.” The Economist refers to him as the “high priest” of  loyalty. Reichheld graduated from Harvard College (BA, 1974) and Harvard  Business School (MBA, 1978). He is based in Cape Cod and Miami. Video about Winning on Purpose - https://www.bain.com/our-team/fred-reichheld/Catch Fred's Articles on LinkedIn - https://www.linkedin.com/pulse/big-ideas-2023-battling-inflation-companies-cant-just-fred-reichheld/Subscribe to The Delighted Customer Podcast so you don't miss an episode: https://www.empoweredcx.com/podcast Subscribe to The Delighted Customer Newsletter for practical tips and insights: https://www.empoweredcx.com/delightedcustomersnewsletter

In this episode, host Michael Marchuk talks with Maureen Burns about her book "Winning with Purpose" that was co-authored with Fred Reichheld and Darci Darnell. We'll be exploring how the primary purpose of a business should be to enrich the lives of its customers which leads generating good profits. This enrichment is directly linked to the digital transformation efforts that organizations are using to reach their customers in a more personalized way. Here's what we talked with [Name] about: Why customers need to feel cared for How providing customer satisfaction isn't enough What the Golden Rule can do for the way you think about your customers' experiences Why this isn't just for B2C companies, but for B2B as well To read more on this subject, check out Maureen's book, Winning with Purpose: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/1647821789 To listen to our first podcast with Maureen, "Will the Bots Love Your Customers": https://podcasts.apple.com/us/podcast/102-will-the-bots-love-your-customers/id1500724425?i=1000531643044 To ensure that you never miss an episode of Transform NOW, be sure to subscribe!

Ross Dawson's mission in life is to advance human evolution – but he's facing a dilemma. How can humans evolve in the Information Age when so much misleading and distracting information surrounds us? By figuring out where to find value amid information overload, Ross became a globally-recognized futurist, creating better business strategies for companies like Microsoft, Coca-Cola, and Citibank.Ross is a global keynote speaker, futurist, author, strategy advisor, and entrepreneur. As an advisor, he has worked in over 30 countries for big names like Microsoft, Visa, and Walmart, among others. He is a best-selling author who predicted the social networking revolution in his book, Living Networks. His latest release, Thriving on Overload, is available now.In this episode, Dart and Ross discuss:- How to find value within our information overload- The 5 capabilities you need for success in the information era- The 6 ways humans pay attention- Ross' time living in a Japanese Zen dojo- The importance of aligning individual mental models within a team- Information hazards we can avoid- The future of humans and technology in work- And other topics…Ross Dawson is a globally-recognized futurist, keynote speaker, author, strategy advisor, and entrepreneur. Named by Digital Media as one of the most influential people in the world in the future of work, Ross has appeared on CNN, ABC TV, and the Today Show, as well as been featured in The New York Times, The Guardian, and BBC, among others. As an advisor, he has worked in over 30 countries for companies like Microsoft, Coca-Cola, Visa, Citibank, and Walmart. Ross is also the best-selling author who predicted the social networking revolution through his previous book, Living Networks. His latest release, Thriving on Overload, is available now. Resources Mentioned:Thriving on Overload, by Ross Dawson: https://www.amazon.com/Thriving-Overload-Success-Exponential-Information-ebook/dp/B0BFP6WCHP Living Networks, by Ross Dawson: https://www.amazon.com/Living-Networks-20th-Anniversary-Hyperconnected-ebook/dp/B09V1PCFWB Winning on Purpose, by Fred Reichheld: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers-ebook/dp/B08TCJHZWZ Connect with Ross:www.RossDawson.com www.ThrivingOnOverload.com Thriving on Overload podcast: https://thrivingonoverload.com/episodes/

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/whoompdarius/ 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 podcastchoices.com/adchoices

“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 advises businesses on increasing customer and employee loyalty to boost business performance. In this episode, he explains how NPS enables enterprises to become genuinely client-focused, thereby releasing the potential for profitable expansion. [01:18] Fred's Background - Fred describes the milestones and turning points in his professional life. [03:04] Net Promoter System – Fred details about net promoter system and how to benefit from it. [08:03] Winning on Purpose: The Unbeatable Strategy of Loving Customers - Fred explains how customer affection translates into Net Promoter Score (NPS) or likelihood to recommend a product. [14:48] Best Gift - What is the best gift a company can give its employees? [18:31] More on NPS - The power of NPS, putting NPS into practice, and the concept of earned growth[26:33] Advice – Fred provides guidance for CEOs to begin their journeys to success. [30:35] Fred's Question - Which business, brand, or product have you enthusiastically recommended to a friend, and why?Recourses:Connect with Fred:LinkedIn: linkedin.com/in/fredreichheld/Mentioned in the episode:Winning on Purpose: The Unbeatable Strategy of Loving Customers: goodreads.com/en/book/show/58090620-winning-on-purpose

Today 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 and Fred talk about viewing a company's progress through the experience of its customers. They discuss why Fred believes organizations are built to love customers and enrich their lives, while leaders are meant to respect and recognize their employees. Fred also speaks about the importance of maximizing value in a business by creating value for its customers. Topics Include:- Mistakes companies make when measuring progress- The ideas behind Fred's new book, Winning on Purpose- How to use emotional relationships to propel your business- Why Fred hopes "earned growth" will replace NPS- What creates energized employees- How to track net revenue retention- The best way to increase a company's value - And other topics…Fred Reichheld is the creator of the Net Promoter Score and pioneer of the loyalty business model. His work guides two-thirds of Fortune 1000 companies that use the Net Promoter Score to outline their customer success.Fred is a New York Times best-selling author. As a Harvard alum, he also shares his knowledge through eight Harvard Business Review articles. He is a current Fellow at Bain & Company and has previously been named one of the top 25 consultants in the world by Consulting Magazine. His work has been covered by publications like The Wall Street Journal, New York Times, Fortune, Business Week, The Economist, and more. Fred's groundbreaking concepts of “customer loyalty” and “Earned Growth Rate” have allowed him to restructure outdated business models. His teachings promote customer retention, repetition, and referrals spanning different industries. He continues to research, write, and speak about these topics across the country.Resources Mentioned:Winning on Purpose, by Fred Reichheld: https://www.amazon.com/Winning-Purpose-Unbeatable-Strategy-Customers/dp/1647821789/Fred Reichheld's LinkedIn: https://www.linkedin.com/in/fredreichheld Net Promoter System: netpromotersystem.com NPSx System, by Bain: https://www.npsx.com/ The Cold Start Problem, by Andrew Chen: https://www.amazon.com/The-Cold-Start-Problem/dp/B08MKNHSWC/

HR is widely misunderstood by several employers and employees. While many people think that HR strictly enforces internal rules and has no impact on an organization's bottom line, that couldn't be further from the truth. HR exists to create value in the marketplace through your employees and your organization. Dave Ulrich came onto YAP to discuss the intricacies of HR and how business leaders can upgrade their HR practices, even if they don't have a dedicated HR department. Dave is a Distinguished Fellow in the National Academy of Human Resources and the Co-Director of Michigan's Human Resource Executive Program. He's also the co-founder of the RBL Group, which develops custom leadership, HR, and organization solutions.   In this episode, Dave and Hala dive into the purpose of HR and how strong HR practices increase profitability. Dave explains the value of psychological safety in the workplace and how it can prevent retention issues like quiet quitting. They also talk about why CEOs need to have a strong understanding of HR and how they can cultivate engagement from their employees who are working remotely.  Topics Include: - Purpose of HR - How does HR impact the bottom line?  - What does HR consist of?  - Investing in an HR leader - Keeping your employees working hard  - Combatting quiet quitting  - Psychological safety in the workplace  - Leadership as energy management  - Giving feedback  - Engagement in remote work  - Optimizing organization  - Understanding HR as a CEO  - The Leadership Code - And other topics… Dave Ulrich is a professor at the school of business at the University of Michigan. He has performed workshops for over half of the Fortune 200 and has spoken to large audiences in 90 countries. Business Week named him the #1 Management Guru and Fast Company referred to him as one of the world's top 10 creative people in business. He is currently on the Board of Directors for Herman Miller, is a Fellow in the National Academy of Human Resources, and is on the Board of Trustees of Southern Virginia University. He has published over 200 articles and book chapters and over 30 books. He has also co-directed research on over 40,000 respondents about the competencies required for successful HR professionals. Dave is fondly known as the “Father of Modern HR.” Resources Mentioned: YAP episode #186 with Fred Reichheld: https://podcasts.apple.com/us/podcast/young-and-profiting-with-hala-taha/id1368888880?i=1000578394312  Dave's Books: https://www.amazon.com/Dave-Ulrich/e/B001K8TGCO%3Fref=dbs_a_mng_rwt_scns_share  Dave's Website: https://daveulrich.com/  Dave's LinkedIn: https://www.linkedin.com/in/daveulrichpro/  Dave's Twitter: https://twitter.com/dave_ulrich?lang=en  Dave's Facebook: https://www.facebook.com/jeppie.tettelaar  Jay Galbraith's Star Model: https://www.jaygalbraith.com/images/pdfs/StarModel.pdf  Sponsored By:  Connect with Young and Profiting: Hala's LinkedIn: https://www.linkedin.com/in/htaha/     Hala's Instagram:https://www.instagram.com/yapwithhala/     Hala's Twitter: https://twitter.com/yapwithhala  Website: https://www.youngandprofiting.com/  Text Hala: https://youngandprofiting.co/TextHala or text “YAP” to 28046 Learn more about your ad choices. Visit podcastchoices.com/adchoices

 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/

In 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. Please share your feedback on the podcast here. If you'd like to learn more about Fred Reichheld, you can find him on LinkedIn. This episode was sponsored by NPSx℠, a new venture from Bain & Company that provides training, certification, technology, and community to help companies enrich their customers' lives. Learn more at npsx.com.

When 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 use customer referrals to innovate your product and the earned growth metric.  Topics Include: - Why Fred has worked at Bain & Company since 1977  - Being successful without being an entrepreneur  - Net Promoter Score  - Qualities of the best companies  - The Golden Rule  - Loving your customers  - Using referrals to innovate - Using top NPS scores to invest  - The Flywheel Effect  - Earned growth metric - Fred's book, Winning On Purpose  Fred Reichheld is the world's leading expert on customer loyalty. He is the creator of the net promoter system, which was used by companies worldwide to increase their customer retention rate. He has been named ‘the high priest of customer loyalty' by The Economist. He is a bestselling author of multiple books, including his most recent release, Winning On Purpose, which teaches leaders how to inspire customer love within their own teams.  He has worked for Bain & Company since graduating from college in 1977. He founded Bain's Loyalty principle, which helps companies achieve results by focusing on customer loyalty and improving customer retention levels. Sponsors: Indeed - Visit Indeed.com/YAP to start hiring now. Constant Contact - Go to constantcontact.com to get started for free today The Jordan Harbinger Show - Check out jordanharbinger.com/start for some episode recommendations Shopify - Go to shopify.com/profiting, for a FREE fourteen-day trial and get full access to Shopify's entire suite of features Resources Mentioned: Fred's LinkedIn: https://www.linkedin.com/in/fredreichheld/  Bain & Company's Website: https://www.bain.com/our-team/fred-reichheld/  Fred's Twitter: https://twitter.com/FredReichheld Fred's Facebook: https://www.facebook.com/people/Fred-Reichheld/100011364038688/  Fred's Instagram: https://www.instagram.com/reichheldfred/  His book, Winning On Purpose: https://www.facebook.com/people/Fred-Reichheld/100011364038688/  Net Promoter System's website: https://www.netpromoter.com/know/  Connect with Young and Profiting: Hala's LinkedIn: https://www.linkedin.com/in/htaha/     Hala's Instagram:https://www.instagram.com/yapwithhala/     Hala's Twitter: https://twitter.com/yapwithhala  Clubhouse: https://www.clubhouse.com/@halataha   Website: https://www.youngandprofiting.com/  Text Hala: https://youngandprofiting.co/TextHala or text “YAP” to 28046 Learn more about your ad choices. Visit megaphone.fm/adchoices

How can you build active communities as a B2B company?Bill Staikos, Senior VP at Medallia, talks to Sammy about his experience in community building, what leverages Medallia's community, and how his personal brand on LinkedIn plays into it.What's in it for you:1. Why and how Medallia invests in their client led community & community events to drive growth2. How B2B companies can start building active communities3. Who to hire to be successful with community building4. How Bill sets his focus for content topics for thought leadership5. Bills framework to create content consistently on LinkedInAbout Bill:Bill is Senior Vice President, Evangelist and Head of Community Engagement at Medallia. He provides expertise in CX Strategy and CX & Contact Center Tech Stack. His areas of experience also include research & insights, data & analytics, transformation, journey analytics & orchestration, metaverse, artificial intelligence and machine learning – to make better decisions around customers, employees and building a customer-centric culture. Bill loves playing Legos with his kids. On most days, he meditates at his desk for 10 minutes before starting work.Find Bill on LinkedIn: https://www.linkedin.com/in/becustomerled/ Bill's business book recommendations: On the Road: the Original Scroll – Jack Kerouac https://amzn.to/3yDHoft Experience Economy, With a New Preface by the Authors: Competing for Customer Time, Attention, and Money – B. Joseph Pine, James H. Gilmore https://amzn.to/3O5pHLM The Wallet Allocation Rule: Winning the Battle for Share - Timothy L. Keiningham https://amzn.to/3RvY69f The Grid: The Master Model Behind Business Success - Matt Watkinson https://amzn.to/3cfDbHt The Snowball: Warren Buffett and the Business of Life - Alice Schroeder https://amzn.to/3AOMLLv Bill's favorite business leaders:Jack Welch – https://www.linkedin.com/in/johnfwelch/ Fred Reichheld – https://www.linkedin.com/in/fredreichheld/ Joe Pine – https://www.linkedin.com/in/joepine/ Justin Welsh – https://www.linkedin.com/in/justinwelsh/ Dennis Geelen – https://www.linkedin.com/in/dennis-geelen-5a95703/ Our GROW B2B FASTER episode with Justin Welsh: https://podcast.sawoo.io/1166228/10418104-ep-52-justin-welsh-is-cracking-the-linkedin-code-2m-revenue-in-2-years-posts-with-1-000s-of-likes-comments-and-0-spent-on-marketing __________About Medallia:Medallia offers a SaaS platform focused on customer experience management. The award-winning Medallia Experience Cloud leads the market in understanding and managing customer, employee and citizen experiences. Using Medallia Experience Cloud, customers can reduce churn, convert disengaged customers into promoters and buyers, create cross-sell and up-sell opportunities on the fly, and make revenue-generating business decisions that provide a clear and strong return on investment.Website: https://www.medallia.com/ Industry: Software developmentCompany size: 2000Headquarters: San Francisco, California, United StatesFounded: 2001__________About the host Sammy:Sammy and SAWOO enable you to drive recruiting & employer branding via your hiring managers on LinkedIn. We help you:- Speed up hiring - Reduce hiring costs - Create an authentic Employer Brand- Create a Talent Pool that you can tap into any timeGet in touch with Sammy: https://www.linkedin.com/in/sammygebele/__________ Past show guests:  Justin Welsh, Ian Koniak, and many more.

Thousands 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 business success. More info: DoingCXRight.com/podcasts

Fred 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.”

In this interview, Fred Reichheld, creator of the Net Promoter Score and Author of Winning on Purpose, covers the genesis of the Net Promoter Score and why customer-centricity should be every company's focus. Fred talks about the lessons he learned when spending time with CEOs of customer-focused companies and how they relate to his metric for measuring customer lives enriched. He covers the common ways that NPS has been misused, practices that NPS has led to remarkable success, and how this holds true for even digital native companies. He also discusses the employee side of the equation as it relates to recruiting talent, enriching employee lives, and fostering greater degrees of customer-centricity across the organization. Finally, Fred hones in on why the nuance of enriching a customer's life is an important distinction to enriching a company's outputs.

In this interview, Fred Reichheld, creator of the Net Promoter Score and Author of Winning on Purpose, covers the genesis of the Net Promoter Score and why customer-centricity should be every company's focus. Fred talks about the lessons he learned when spending time with CEOs of customer-focused companies and how they relate to his metric for measuring customer lives enriched. He covers the common ways that NPS has been misused, practices that NPS has led to remarkable success, and how this holds true for even digital native companies. He also discusses the employee side of the equation as it relates to recruiting talent, enriching employee lives, and fostering greater degrees of customer-centricity across the organization. Finally, Fred hones in on why the nuance of enriching a customer's life is an important distinction to enriching a company's outputs.

For the first time since 2018 the Federal Reserve raised interest rates. Not only did everyone survive, but investors actually seemed to embrace the first of what will probably be several rate hikes this year. (0:45) Ron Gross and Jason Moser discuss the impact on the stock market, as well as: - GameStop's 4th-quarter loss - FedEx weathering challenges to get through its latest quarter - Williams-Sonoma closing out the fiscal year with record results - Amazon and Netflix making moves to strengthen their video streaming businesses - The latest from Starbucks, Accenture, and Walmart   (19:00) Andy Cross talks with Fred Reichheld, author of "Winning On Purpose", about the Net Promoter Score and how it can help long-term investors beat the market.   (33:00) Ron and Jason answer a question about Berkshire-Hathaway and share two stocks on their radar: Taiwan Semiconductor and Chewy.   Got a stock you want us to discuss? Post a review on Apple and include your stock pitch!   Stocks discussed: GME, FDX, SBUX, DPZ, WSM, ACN, AMZN, NFLX, WMT, DFS, FRC, WRBY, INTU, BRK, CHWY, TSM   Host: Chris Hill Guests: Jason Moser, Ron Gross, Andy Cross, Fred Reichheld Engineer: Steve Broido

Forrester principal analysts Maxie Schmidt and Joana de Quintanilha join Angelina to discuss Winning On Purpose: The Unbeatable Strategy of Loving Customers by Fred Reichheld. The post 284: Book Review Of Reichheld's Winning On Purpose appeared first on The CX Cast ® by Forrester.

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.

“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.

Fred 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, Business Week and The Economist.  Consulting Magazine  chose Fred as one of the “25 Most Influential Consultants”. According to The New York Times, "[He] put loyalty economics on the map." The Economist refers to him as the "high priest" of loyalty. This episode covers key take-aways from his most recent book: Winning On Purpose: The Unbeatable Strategy of Loving Customers. In this podcast he shares: How too many companies misuse—even abuse—NPS Lessons from companies like Apple Retail, Philips, Schwab, Allianz, American Express, and Intuit who get it rightWhy our historical view on capitalism is fading and why the emerging concept of capitalism will lead you to being truly customer-centric Why focusing on investor returns or even employee happiness is short-sighted And why establishing and truly living a core purpose is fundamental to your company's long-term success __________________________________________________________________________________________-Fred Reichheld__________________________________________________________________________________________Episode Timeline:00:00—Introducing Fred Reichheld + The topic of today's episode2:07—What made you revisit your idea of NPS?2:47—How are companies misusing NPS?3:54—Why do the ideas about focusing on various themes that aren't centered around the customer, never work out?5:25—Can you define the golden rule?6:22—How do you overcome the resistance to the language of what many consider "soft skill" language?8:28—What metrics should we be starting to embrace?11:10—Can you give us an indicator or metric that can help us gauge how much we're learning?12:54—What is the role of culture and values in this topic?15:40—Could you explain how capitalism fits into all of this?17:01—How can people follow, find and learn from you?__________________________________________________________________________________________Additional Resources: Company page: https://www.bain.com/our-team/fred-reichheld/Twitter: https://twitter.com/FredReichheldLinkedIn: https://www.linkedin.com/in/fredreichheldNewest Book: https://www.netpromotersystem.com/books/winning-on-purpose/

A central theme in Fred Reichheld's new book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, which releases December 7, 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.