Fred F. Reichheld is a Bain Fellow and founder of Bain & Company’s Loyalty Practice, helping companies achieve results through customer and employee loyalty. His work in the area of customer and employee retention completely quantifies the link between loyalty and profits. He is famously known as the creator of the Net Promoter system of management (NPS)—used by thousands of companies worldwide. This system creates a culture focused on earning the passionate loyalty of customers. Additionally, NPS is so much more than a score, it’s a way of doing business.

Fred’s vision was to create a system that builds on the NPS score and requires every level of the organization to be rigorously, and consistently focused on the quality of customer and employee relationships first. Installing the Net Promoter System requires a strategic commitment by company leadership because it defines cultural values and core economics that affect every part of the business system.

Hear from Fred about how Winning on Purpose, the title of his most recent book, and the subject of a recent Powur executive team book report immersive project, could fundamentally change the success of your business individually and ours as a collective. It’s about enriching the lives of our customers—and all our stakeholders including sellers, installers, and employees—and in doing so reach our goals faster and stronger. 

In Winning on Purpose, Fred explains how NPS helps companies become truly customer-centric, unleashing profitable growth through converting more customers into promoters, and fewer into detractors. Top companies across multiple industries have used the NPS system to generate extraordinary results. Companies that have stated they use NPS to track customer loyalty include American Express, Southwest Airlines, Microsoft, General Motors, Lego, Procter & Gamble, Cigna, Four Seasons Hotels, Verizon, Home Depot, Neiman Marcus, Scripps, and many more. And now YOU get to hear directly from Fred about the strategies, philosophies and methodologies you can employ in your own business that will help you reach new heights.