Winning on Purpose: The Unbeatable Strategy of Loving Customers

Great leaders embrace a higher purpose to win, and the Net Promoter System (NPS) is their guiding star. According to customer loyalty guru Fred Reichheld, the primary purpose of a business should be to enrich the lives of its customers, generating good profits. Reichheld's book Winning on Purpose demonstrates that companies with superior NPS consistently deliver higher returns to shareholders. He also presents the newest thinking and best practices for doing NPS right, including the Earned Growth Rate (EGR).

Format: Hardback
Length: 256 pages
Publication date: 07 December 2021
Publisher: Harvard Business Review Press

Great leaders embrace a higher purpose to win, and the Net Promoter System (NPS) shines as their guiding star. 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.

Weight: 576g
Dimension: 166 x 241 x 29 (mm)
ISBN-13: 9781647821784