Winning on Purpose

The Unbeatable Strategy of Loving Customers

Fred Reichheld, Darci Darnell, Maureen Burns

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English

Harvard Business Review Press
15 March 2022

Behavioural economics; Management: leadership & motivation; Customer services

Great leaders embrace a higher purpose to win. The NetPromoter System shines as their guiding star.

Fewmanagement ideas have spread so far and wide as the Net Promoter System (NPS).

Since its conception almost two decades ago by customer loyalty guru FredReichheld, thousands of companies around the world have adoptedit-from industrial titans such as Mercedes-Benz and Cummins to techgiants like Apple and Amazon to digital innovators such as Warby Parker andPeloton.

Now, Reichheld has raised the bar yet again. InWinning on Purpose, he demonstrates that the primary purposeof a business should be to enrich the lives of its customers. Why? Because whencustomers feel this love, they come back for more and bring their friends-generatinggood profits. This is NPS 3.0 and it puts a new take on the age-old GoldenRule-treat customers the way you would want a loved onetreated-at the heart of enduring business success. As the compellingexamples in this book illustrate, companies with superior NPS consistentlydeliver higher returns to shareholders across a wide array ofindustries.

But winning on purpose isn't easy. Reichheld alsoexplains why many NPS practitioners achieve just a small fraction of the system'sfull potential, and he presents the newest thinking and best practices fordoing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable,complementary accounting measure that can truly leverage the power ofNPS.

With keen insight and moving personal stories, Reichheldadvances the thinking and practice of NPS. Winning onPurpose is your indispensable guide for inspiring customer lovewithin your own teams and using Net Promoter to achieve both personal and businesssuccess.

By: Fred Reichheld, Darci Darnell, Maureen Burns
Imprint: Harvard Business Review Press
Country of Publication: United States
Dimensions: Height: 234mm, Width: 155mm,
ISBN: 9781647821784
ISBN 10: 1647821789
Pages: 256
Publication Date: 15 March 2022
Audience: Professional and scholarly , General/trade , Undergraduate , ELT Advanced
Format: Hardback
Publisher's Status: Active

Fred Reichheld is the creator of the NetPromoter system of management, the founder of Bain & Company's Loyaltypractice, and the author of five books, including the New YorkTimes bestseller The Ultimate Question 2.0. He iscurrently a Fellow and Senior Advisory Partner at Bain, where he has workedsince 1977. He divides his time between Cape Cod andMiami. Darci Darnell is the global head ofBain's Customer practice. She has served in multiple global leadership rolesand today sits on the firm's top elected governance committee. She is based inChicago. Maureen Burns is a Senior Partnerin Bain's Customer practice. She is one of Bain's foremost experts on the NetPromoter System and Customer Loyalty. She is based inBoston. You can find more about Fred Reichheld at: bain.com/our-team/fred-reichheld linkedin.com/in/fredreichheld twitter.com/fredreichheld?lang=en

Reviews for Winning on Purpose: The Unbeatable Strategy of Loving Customers

"""…a clear and passionate argument for companies focusing singularly on making the lives of their customers better—a thought-provoking thesis as more businesses shift from a primary focus on serving shareholders to embracing the values of stakeholder capitalism."" — Charter Advance Praise for Winning on Purpose: ""[Reichheld's] most important work to date. It proves that the primary purpose guiding all great organizations is to enrich the lives of customers."" — John Donahoe, CEO, Nike (from the Foreword) ""Reichheld is a true pioneer in his field . . . his practical ideas earn a high Net Promoter Score."" — Adam Grant, New York Times bestselling author, Think Again; host, TED WorkLife podcast ""Reichheld has again delivered a compelling and remarkable piece on winning through customer loyalty . . . 'Do the right thing' and read the book!"" — Andrew C. Taylor, Executive Chairman, Enterprise Holdings ""This book is fantastic! Net Promoter is more relevant than ever in the digital world."" — Brad Olson, Chief Business Officer, Peloton ""[Reichheld's] thinking has influenced our organization for decades, and he has raised the bar once again."" — Tim Buckley, Chairman and CEO, Vanguard ""This book shows how NPS provides companies with both a moral compass and a powerful tool for success."" — Zeynep Ton, professor, MIT Sloan School of Management; author, The Good Jobs Strategy ""Winning on Purpose confirms [Reichheld] as the unquestioned leader in his field. It's a must-read for any businessperson pursuing sustainable success."" — Walt Bettinger, President and CEO, Charles Schwab ""Reichheld has changed the business community forever, first with Net Promoter and now with Earned Growth. Every entrepreneur should read this book."" — Dave Gilboa, cofounder and co-CEO, Warby Parker"