Winning on Purpose: The Unbeatable Strategy of Loving Customers

Reichheld, Fred; Darnell, Darci; Burns, Maureen

ISBN 10: 1647821789 / ISBN 13: 9781647821784

Editore: Harvard Business Review Press, 2021

Former library book; May have limited writing in cover pages. Pages are unmarked. ~ ThriftBooks: Read More, Spend Less. Codice articolo G1647821789I4N10

Riassunto:

Great leaders embrace a higher purpose to win. The NetPromoter System shines as their guiding star.

Fewmanagement ideas have spread so far and wide as the Net Promoter System (NPS).Since its conception almost two decades ago by customer loyalty guru FredReichheld, thousands of companies around the world have adoptedit—from industrial titans such as Mercedes-Benz and Cummins to techgiants like Apple and Amazon to digital innovators such as Warby Parker andPeloton.

Now, Reichheld has raised the bar yet again. InWinning on Purpose, he demonstrates that the primary purposeof a business should be to enrich the lives of its customers. Why? Because whencustomers feel this love, they come back for more and bring their friends—generatinggood profits. This is NPS 3.0 and it puts a new take on the age-old GoldenRule—treat customers the way you would want a loved onetreated—at the heart of enduring business success. As the compellingexamples in this book illustrate, companies with superior NPS consistentlydeliver higher returns to shareholders across a wide array ofindustries.

But winning on purpose isn't easy. Reichheld alsoexplains why many NPS practitioners achieve just a small fraction of the system'sfull potential, and he presents the newest thinking and best practices fordoing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable,complementary accounting measure that can truly leverage the power ofNPS.

With keen insight and moving personal stories, Reichheldadvances the thinking and practice of NPS. Winning onPurpose is your indispensable guide for inspiring customer lovewithin your own teams and using Net Promoter to achieve both personal and businesssuccess.

Informazioni sull?autore:

Fred Reichheld is the creator of the NetPromoter system of management, the founder of Bain & Company's Loyaltypractice, and the author of five books, including the New YorkTimes bestseller The Ultimate Question 2.0. He iscurrently a Fellow and Senior Advisory Partner at Bain, where he has workedsince 1977. He divides his time between Cape Cod andMiami.

Darci Darnell is the global head ofBain's Customer practice. She has served in multiple global leadership rolesand today sits on the firm's top elected governance committee. She is based inChicago.

Maureen Burns is a Senior Partnerin Bain's Customer practice. She is one of Bain's foremost experts on the NetPromoter System and Customer Loyalty. She is based inBoston.

You can find more about Fred Reichheld at:
bain.com/our-team/fred-reichheld
linkedin.com/in/fredreichheld
twitter.com/fredreichheld?lang=en

Dati bibliografici

Titolo: Winning on Purpose: The Unbeatable Strategy ...
Casa editrice: Harvard Business Review Press
Data di pubblicazione: 2021
Legatura: Hardcover
Condizione: Very Good
Condizione sovraccoperta: No Jacket