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:

www.thedijuliusgroup.com

Fred’s new book – Winning on Purpose – The Unbeatable Strategy of Loving Customers

Connect with Fred on LinkedIn 

The DiJulius Group

The Customer Service Revolution Podcast 

CXO Academy 

Customer Experience Executive Online Academy  

The Customer Service Revolution Conference  

Become a licensed CX Coach 

John’s books 

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About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.