Fred Reichheld, Maureen Burns, Darci Darnell

Winning on Purpose : the Unbeatable Strategy of Loving Customers

658.812

23

Hardcover

Business & Economics

1647821789

9781647821784

Yes

Trade

9.2 in

0 Oz

6.1 in

HF5415.55.R435 2021

2021-025748

English

288 Pages

2021

Harvard Business Review Press

Advance Praise for Winning onPurpose : "[Reichheld's] mostimportant work to date. It proves that the primary purpose guiding all great organizationsis to enrich the lives of customers." -- John Donahoe,CEO, Nike (from the Foreword) "Reichheld is atrue pioneer in his field . . . his practical ideas earn a high Net PromoterScore." -- Adam Grant, New York Times bestselling author, Think Again ; host, TED WorkLife podcast "Reichheldhas again delivered a compelling and remarkable piece on winning throughcustomer loyalty . . . 'Do the right thing' and read the book!" -- Andrew C. Taylor, Executive Chairman, EnterpriseHoldings "This book is fantastic! Net Promoteris more relevant than ever in the digital world." -- BradOlson, Chief Business Officer, Peloton "[Reichheld's]thinking has influenced our organization for decades, and he has raised the baronce again." -- Tim Buckley, Chairman and CEO,Vanguard "This book shows how NPS providescompanies with both a moral compass and a powerful tool for success."-- Zeynep Ton, professor, MIT Sloan School of Management;author, The Good JobsStrategy " Winning onPurpose confirms [Reichheld] as the unquestioned leader in his field.It's a must-read for any businessperson pursuing sustainable success."-- Walt Bettinger, President and CEO, CharlesSchwab "Reichheld has changed the businesscommunity forever, first with Net Promoter and now with Earned Growth. Everyentrepreneur should read this book." -- Dave Gilboa,cofounder and co-CEO, Warby Parker

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. In Winning 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., Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. 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.

Consumer Behavior, Commerce, Management, Strategic Planning

Harvard Business Review Press

9781647821784