WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers

Presented by

Fred Reichheld - Author; Shep Hyken Customer Service and Experience Expert; Joanna Palmer - RingCentral

About this talk

Join RingCentral’s CX book club event as Shep Hyken speaks with author, Fred Reichheld about his latest book, WINNING ON PURPOSE: The Unbeatable Strategy of Loving Customers. In it, Reichheld and Bain partners Darci Darnell and Maureen Burns show why all businesses should make enriching the lives of customers their primary purpose. They irrefutably prove that it’s the best way to ensure sustainable growth, happily fulfilled employees, and robust investor returns. And they unveil Net Promoter 3.0—updated for our current business and social environment. The book also introduces Reichheld’s latest invention, Earned Growth, which provides an accounting-based twin for Net Promoter Score, and will buttress and enhance the Net Promoter System. With that in mind, the audience will leave with: - How NPS feedback from millions of customers reveals that the previously invisible forces of love and loyalty drive business success - Why most NPS practitioners achieve just a small fraction of the system’s potential - How to integrate NPS feedback with big data - And more!

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