![]() The author also explains why many NPS practitioners achieve just a small fraction of the system's full potential and presents the newest thinking and best practices for doing NPS right. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries.īut winning on purpose isn't easy. This is NPS 3.0 and it puts the Golden Rule – treat customers the way you would want a loved one treated – at the heart of enduring business success. Because when customers feel this love, they come back for more and bring their friends-generating good profits. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Now, Reichheld has raised the bar yet again. Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it – from industrial giants such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Why?īecause great leaders embrace a higher purpose to win, and Net Promoter Score (NPS) shines as their guiding star.įew management ideas have spread so far and wide as the Net Promoter Score and System. The companies with the highest Net Promoter Score℠ in their industry have delivered over 2x the returns of the stock market overall in the last decade.
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