As the creator of the "net promoter system", Fred Reichheld is a true legend in the loyalty industry.
His career spans 44 years as a consultant, author of four best-selling books and an internationally-renowned speaker on loyalty, and currently a Fellow with Bain & Co.
He joins me today to introduce his latest book called "Winning On Purpose - The Unbeatable Strategy of Loving Customers" - which features some profound new ideas on the very fundamentals of how we do business.
He challenges the dominant corporate approach based on greed, and shares powerful evidence of how NPS leaders in every category, consistently earn superior profits.
This book also introduces his new framework, which he describes as the accounting-based twin for net promoter score - called "earned growth rate" - which is set to become another industry standard and framework for excellence.
In my view, Fred's work and this latest book are deeply important to us as loyalty professionals, business practitioners and human beings living "on purpose".