072: Winning on Purpose – The Unbeatable Strategy of Loving Customers
Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers.
You will learn:
- How NPS has been adopted by two-thirds of the Fortune 1000
- Why NPS is broken and why he needed to write a new book to address what companies and leaders are doing wrong
- The most common misperceptions that people/companies have about NPS
- How we should define what constitutes a great company
- What “Earned Growth Rate” (EGR) and why do we need it
Resources mentioned:
Fred’s new book – Winning on Purpose – The Unbeatable Strategy of Loving Customers
The Customer Service Revolution Podcast
Customer Experience Executive Online Academy
The Customer Service Revolution Conference
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