157 | Fred Reichheld | Bain’s High Priest of Customer Loyalty Teaches the Secret to Winning on Purpose in Business

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://www.youtube.com/@Thegreatnessmachine Book: The Core Value Equation https://www.amazon.com/Core-Value-Equation-Framework-Limitless/dp/1544506708