{"version":"1.0","type":"rich","provider_name":"Acast","provider_url":"https://acast.com","height":250,"width":700,"html":"<iframe src=\"https://embed.acast.com/$/627124e6b20735001442cbf2/64621b50d222110011639ce3?\" frameBorder=\"0\" width=\"700\" height=\"250\"></iframe>","title":"Fred Reichheld: the Godfather of customer loyalty","thumbnail_width":200,"thumbnail_height":200,"thumbnail_url":"https://open-images.acast.com/shows/627124e6b20735001442cbf2/1684145408588-80bf7b6f2b910471de2b38ae9c0c1bac.jpeg?height=200","description":"<p>Fred Reichheld is a legend in the field of customer loyalty. If you’ve ever received a text or email asking to rate a product or service, you can thank Fred for that. Although the system isn’t without its critics, it’s estimated that NPS (Net Promoter Score) is now used by two-thirds of Fortune 1000 companies.</p><p><br></p><p>Since its initial development in the early ‘90s, Fred developed the NPS system to measure how likely customers were to recommend a company to a friend. His latest book, <a href=\"https://www.businessleader.co.uk/winning-on-purpose/\" rel=\"noopener noreferrer\" target=\"_blank\"><em>Winning on Purpose: The Unbeatable Strategy of Loving Customers</em></a>, builds on the early system and is a must-read for any businessperson pursuing sustainable success.</p><p><br></p><p>We talk to Fred about the good and the bad of the NPS system, how it’s developed over time, how NPS is a key indicator for the quality of a company’s leadership and much more.</p><p><br></p><p><strong>Here's what we discussed:</strong></p><p><br></p><ul><li>What would a younger you say about your success? (00:14)</li><li>Could you give us an overview of your career? (01:00)</li><li>Where did your passion for customer loyalty come from? (02:32)</li><li>How much has the NPS changed since you first came up with the concept? (05:04)</li><li>Could you give some examples of companies that you feel have done NPS in the right way? (16:51)</li><li>Have you noticed differences in the application of NPS across the world? (22:31)</li><li>Would you say there is a direct correlation between NPS and good leadership at a company? (24:45)</li><li>Who are the most inspiring business leaders you've met? (30:30)</li><li>Have you noticed a dip in overall customer service since the pandemic? (34:05)</li><li>The Good News Postcard: What is your advice to your younger self? (38:40)</li><li>What makes a great business leader? (40:16) </li></ul><p><br></p><p>Thanks to Finley from the Jill Dando News for bringing us The Good News Postcard this week. Get your dose of positive news by visiting <a href=\"https://goodnewspost.co.uk/\" rel=\"noopener noreferrer\" target=\"_blank\">The Good News Post</a>, a website collated by hundreds of young people aged 8 to 18 in the UK. They've written real-life “news that’s good for you”, covering people, animals, stories to cheer people up, and tips to make lives better.</p><p><br></p><p>Be sure to subscribe to the podcast and the <a href=\"https://www.youtube.com/channel/UCSYMiQAiikesqqT_uel9aEA\" rel=\"noopener noreferrer\" target=\"_blank\">Business Leader YouTube channel</a> for more interviews with some of the world’s leading business figures.</p>","author_name":"Business Leader"}