Winning on Purpose, Net Promoter Score 3.0 with Fred Reichheld

Welcome to the The Voice of Retail , I’m your host Michael LeBlanc, and this podcast is brought to you in conjunction with Retail Council of Canada


 


For business leaders and marketers from around the world, author and Bain Fellow Fred Reichheld (  / fredreichheld  ) is a household name - even The Economist named him the “high priest” of customer loyalty.


 


Today, I’m thrilled to sit down with the inventor of the Net Promoter Score to peel back the layers of the NPS v3.0, and the new era of customer loyalty in the post-COVID world. We talk about what 80% of marketers are getting wrong with Big NPS, Earned Growth and delve into his latest book “Winning on Purpose”. (https://www.tkqlhce.com/click-8946794...)


 


Thanks for tuning into today’s episode of The Voice of Retail.  Be sure to subscribe to the podcast so you don’t miss out on the latest episodes, industry news, and insights. If you enjoyed  this episode please consider leaving a rating and review, as it really helps us grow so that we can continue getting amazing guests on the show.


I’m your host Michael LeBlanc, President of M.E. LeBlanc & Company, and if you’re looking for more content, or want to chat  follow me on LinkedIn, or visit my website meleblanc.co!
About Fred


Expertise

• Net Promoter System℠ (https://www.bain.com/consulting-servi...)
• Sales and Marketing (https://www.bain.com/consulting-servi...)
• Net Promoter® for People (https://www.bain.com/consulting-servi...)

Fred Reichheld is a Bain Fellow and founder of our Loyalty (https://www.bain.com/consulting-servi...) practice, which helps companies achieve results through customer and employee loyalty. He is the creator of the Net Promoter® (https://www.bain.com/nps-home_old/) system of management.


His work in the area of customer and employee retention has quantified the link between loyalty and profits. Fred's books, The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value (https://www.bain.com/insights/loyalty...) (HBSP 1996); Loyalty Rules! How Today's Leaders Build Lasting Relationships (https://www.bain.com/insights/loyalty...) (HBSP 2001); The Ultimate Question: Driving Good Profits and True Growth (https://www.bain.com/insights/the-ult...) (HBSP, 2006) and The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer Driven World (https://www.bain.com/insights/the-ult...) (HBR Press) have each become best sellers.


In his most recent book, Fred reveals how NPS practitioners including Apple Retail, Philips, Schwab, Allianz, American Express, and Intuit, have used the Net Promoter System (NPS) to generate extraordinary results. He explains how NPS helps companies become truly customer-centric, unleashing profitable growth through systematically converting more customers into promoters and fewer into detractors. 


Fred is a frequent speaker at major business forums and his work on loyalty has been widely covered in The Wall Street Journal, New York Times, Financial Times, Fortune, Business Week and The Economist. He is the author of eight Harvard Business Review articles on the subject of loyalty and he is also a LinkedIn Influencer, a member of a group of corporate leaders and public figures who are thought leaders in their respective fields.


Consulting Magazine chose Fred as one of the “25 Most Influential Consultants” in its 2003 annual survey. According to The New York Times, "[He] put loyalty economics on the map." The Economist refers to him as the "high priest" of loyalty.


Reichheld graduated with Honors both from Harvard College (B.A., 1974) and Harvard Business School (M.B.A., 1978).


 


Michael LeBlanc  is the Founder & President of M.E. LeBlanc & Company Inc and a Senior Advisor to Retail Council of Canada as part of his advisory and consulting practice.   He brings 25+ years of brand/retail/marketing & eCommerce leadership experience, and has been on the front lines of retail industry change for his entire career.  Michael is the producer and host of a network of leading podcasts including Canada’s top retail industry podcast,       The Voice of Retail, (https://the-voice-of-retail.simplecas...)  plus        Global E-Commerce Tech Talks  (https://global-e-commerce-tech-talks....) and       The Food Professor  (https://the-food-professor.simplecast...) with...