Fred Reichheld: Love Your Customers | E186

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When it comes to making customers happy, there is no one more knowledgeable than Fred Reichheld. Fred is one of the world’s leading experts on customer and employee loyalty. He created the Net Promoter Score, or NPS, which measures your customers’ experiences and satisfaction with your brand. NPS is used by two-thirds of the Fortune 1000.

In this episode, Hala asks Fred about the Net Promoter Score and its three categories. They talk about how some of the biggest companies use NPS and how to encourage a customer-centered culture within your organization. They also talk about how to use customer referrals to innovate your product and the earned growth metric.

Topics Include:

- Why Fred has worked at Bain & Company since 1977

- Being successful without being an entrepreneur

- Net Promoter Score

- Qualities of the best companies

- The Golden Rule

- Loving your customers

- Using referrals to innovate

- Using top NPS scores to invest

- The Flywheel Effect

- Earned growth metric

- Fred’s book, Winning On Purpose

Fred Reichheld is the world’s leading expert on customer loyalty. He is the creator of the net promoter system, which was used by companies worldwide to increase their customer retention rate. He has been named ‘the high priest of customer loyalty’ by The Economist. He is a bestselling author of multiple books, including his most recent release, Winning On Purpose, which teaches leaders how to inspire customer love within their own teams.

He has worked for Bain & Company since graduating from college in 1977. He founded Bain’s Loyalty principle, which helps companies achieve results by focusing on customer loyalty and improving customer retention levels.

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Resources Mentioned:

Fred’s LinkedIn: https://www.linkedin.com/in/fredreichheld/

Bain & Company’s Website: https://www.bain.com/our-team/fred-reichheld/

Fred’s Twitter: https://twitter.com/FredReichheld

Fred’s Facebook: https://www.facebook.com/people/Fred-Reichheld/100011364038688/

Fred’s Instagram: https://www.instagram.com/reichheldfred/

His book, Winning On Purpose: https://www.facebook.com/people/Fred-Reichheld/100011364038688/

Net Promoter System’s website: https://www.netpromoter.com/know/

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