072: Winning on Purpose – The Unbeatable Strategy of Loving Customers

Chief Revolution Officer John DiJulius of the DiJulius Group talks with Fred Reichheld, best-selling author and the creator of the Net Promoter Score (NPS). Their conversation is around Fred’s newly released book Winning on Purpose – The Unbeatable Strategy of Loving Customers. You will learn: How NPS has been adopted by two-thirds of the Fortune 1000 companies Why NPS is broken and why he needed to write a new book to address what companies and leaders are doing wrong The most common misperceptions that people/companies have about NPS  How we should define what constitutes a great company What “Earned Growth Rate” (EGR) and why do we need it Resources mentioned: www.thedijuliusgroup.com Fred’s new book - Winning on Purpose – The Unbeatable Strategy of Loving Customers Connect with Fred on LinkedIn  The DiJulius Group The Customer Service Revolution Podcast  CXO Academy  Customer Experience Executive Online Academy   The Customer Service Revolution Conference   Become a licensed CX Coach  John’s books  If you enjoyed this episode, we’ve created a PDF that has all of the key information for you from the episode. Just go over to our podcast page at https://thedijuliusgroup.com/the-customer-service-revolution-podcast to download it.  *** Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Danny Ozment. He helps thought leaders, influencers, executives, HR professionals, recruiters, lawyers, realtors, bloggers, coaches, and authors create, launch, and produce podcasts that grow their business and impact the world. Find out more at https://emeraldcitypro.com