Fred Reichheld

“Many executives, for their part, want the economic advantages of customer loyalty but ignore the inspirational side of NPS. They forget that it’s impossible to create loyal customers without first inspiring a team of employees so they become promoters themselves. Who would go out of their way for a customer unless he or she is proud and inspired to be part of the team? And while there are many ingredients of employee engagement—the right training and development, rewards, opportunity for growth, the feeling of being valued, and so forth—the real foundation is this: employees must be able to treat customers and colleagues in a manner that makes them proud. When leaders and their teams consistently treat people right, when they can be relied upon to do the right thing, then an organization can truly be worthy of loyalty.”
― Fred Reichheld, The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World