Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton.
Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries.
But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS.
With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
|Publisher:||Harvard Business Review Press|
|Product dimensions:||6.00(w) x 9.40(h) x 1.00(d)|
About the Author
Darci Darnell is the global head of Bain's Customer practice. She has served in multiple global leadership roles and today sits on the firm's top elected governance committee. She is based in Chicago.
Maureen Burns is a Senior Partner in Bain's Customer practice. She is one of Bain's foremost experts on the Net Promoter System and Customer Loyalty. She is based in Boston.
You can find more about Fred Reichheld at:
bain.com/our-team/fred-reichheld linkedin.com/in/fredreichheld twitter.com/fredreichheld?lang=en
Table of Contents
Foreword John Donahoe, CEO, Nike, Inc. ix
Preface: The Genesis of Net Promoter xiii
Introduction: Know Your Purpose 1
Then Live It
1 Lead with Love 13
The Unbeatable Purpose
2 Aim for Greatness 25
Everybody Can Be Great
3 Love Your Customers 39
The Quintessence of Customer Capitalism
4 Inspire Your Teams 67
To Embrace a Life of Meaning and Service
5 Respect Your Investors 89
They Win Only When Your Customers Are Loyal
6 Honor the Golden Rule 115
But First, Understand It
7 Be Remarkable 141
Not Merely Satisfactory
8 Be Persistent 165
Build Culture-Reinforcing Systems
9 Be Humble 189
Net Promoter 3.0 and Beyond
Appendix A Net Promoter 3.0 Checklist 211
Appendix B Calculating Earned Growth 221
About the Authors 253