Winning on Purpose: The Unbeatable Strategy of Loving Customers

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

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

ISBN-13: 9781647821784

Media Type: Hardcover

Publisher: Harvard Business Review Press

Publication Date: 12-07-2021

Pages: 288

Product Dimensions: 6.00(w) x 9.40(h) x 1.00(d)

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

Table of Contents

Foreword John Donahoe, CEO, Nike, Inc. ix

Preface: The Genesis of Net Promoter xiii

Introduction: Know Your Purpose 1

Then Live It

1 Lead with Love 13

The Unbeatable Purpose

2 Aim for Greatness 25

Everybody Can Be Great

3 Love Your Customers 39

The Quintessence of Customer Capitalism

4 Inspire Your Teams 67

To Embrace a Life of Meaning and Service

5 Respect Your Investors 89

They Win Only When Your Customers Are Loyal

6 Honor the Golden Rule 115

But First, Understand It

7 Be Remarkable 141

Not Merely Satisfactory

8 Be Persistent 165

Build Culture-Reinforcing Systems

9 Be Humble 189

Net Promoter 3.0 and Beyond

Appendix A Net Promoter 3.0 Checklist 211

Appendix B Calculating Earned Growth 221

Notes 227

Index 235

Acknowledgments 247

About the Authors 253