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Winning on Purpose: The Unbeatable Strategy of Loving Customers
Great leaders embrace a higher purpose to win. The NetPromoter System shines as their guiding star.
Fewmanagement ideas have spread so far and wide as the Net Promoter System (NPS).Since its conception almost two decades ago by customer loyalty guru FredReichheld, thousands of companies around the world have adoptedit—from industrial titans such as Mercedes-Benz and Cummins to techgiants like Apple and Amazon to digital innovators such as Warby Parker andPeloton.
Now, Reichheld has raised the bar yet again. InWinning on Purpose, he demonstrates that the primary purposeof a business should be to enrich the lives of its customers. Why? Because whencustomers feel this love, they come back for more and bring their friends—generatinggood profits. This is NPS 3.0 and it puts a new take on the age-old GoldenRule—treat customers the way you would want a loved onetreated—at the heart of enduring business success. As the compellingexamples in this book illustrate, companies with superior NPS consistentlydeliver higher returns to shareholders across a wide array ofindustries.
But winning on purpose isn't easy. Reichheld alsoexplains why many NPS practitioners achieve just a small fraction of the system'sfull potential, and he presents the newest thinking and best practices fordoing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable,complementary accounting measure that can truly leverage the power ofNPS.
With keen insight and moving personal stories, Reichheldadvances the thinking and practice of NPS. Winning onPurpose is your indispensable guide for inspiring customer lovewithin your own teams and using Net Promoter to achieve both personal and businesssuccess.
Fewmanagement ideas have spread so far and wide as the Net Promoter System (NPS).Since its conception almost two decades ago by customer loyalty guru FredReichheld, thousands of companies around the world have adoptedit—from industrial titans such as Mercedes-Benz and Cummins to techgiants like Apple and Amazon to digital innovators such as Warby Parker andPeloton.
Now, Reichheld has raised the bar yet again. InWinning on Purpose, he demonstrates that the primary purposeof a business should be to enrich the lives of its customers. Why? Because whencustomers feel this love, they come back for more and bring their friends—generatinggood profits. This is NPS 3.0 and it puts a new take on the age-old GoldenRule—treat customers the way you would want a loved onetreated—at the heart of enduring business success. As the compellingexamples in this book illustrate, companies with superior NPS consistentlydeliver higher returns to shareholders across a wide array ofindustries.
But winning on purpose isn't easy. Reichheld alsoexplains why many NPS practitioners achieve just a small fraction of the system'sfull potential, and he presents the newest thinking and best practices fordoing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable,complementary accounting measure that can truly leverage the power ofNPS.
With keen insight and moving personal stories, Reichheldadvances the thinking and practice of NPS. Winning onPurpose is your indispensable guide for inspiring customer lovewithin your own teams and using Net Promoter to achieve both personal and businesssuccess.
341 pages, Kindle Edition
Published December 7, 2021
206 people are currently reading
1791 people want to read
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Displaying 1 - 30 of 33 reviews
February 10, 2022
A better love story than Twilight. Last week, I watched an interview with Fred in which he suggested that love was at the core of Net Promoter Score. Being skeptical of his claim, I read this book, which did not disappoint. I agree with many of Fred's ideas that underpin NPS, for example: (1) that businesses should strive to delight customers (not merely to satisfy them); (2) businesses should strive to create value rather than extract value; and (3) to do so, they should focus on its customers first, employees second, and investors third.
On a scale of 1-10, my likelihood of recommending this book is a 10.
On a scale of 1-10, my likelihood of recommending this book is a 10.
February 3, 2022
This book has been helpful and refreshing. Companies who implement customer capitalist systems and view enriching the lives of their customers generally perform better in the long run.
July 8, 2022
In his book, Winning on Purpose: The Unbeatable Strategy of Loving Customers, Fred Reichheld suggests that the best way to create a successful business is by putting the happiness of customers or clients above all else, including the bottom line. This may seem like a foolish or backward strategy to some business owners or investors, but Reichheld provides several examples of companies that have thrived on it, including Chick-fil-a, an incredibly successful fast food franchise that is famous for over the top customer service. Through these examples he proves that well loved customers become loyal customers. Throughout the book, Reichheld provides the reader with many options for how to best meet the goal of loving customers, including following the golden rule of treating others the way you would like to be treated and treating your team members well so that they will be motivated to treat customers well. He ends with a checklist that any business owner or manager can use to see if they are successfully using the strategy of loving customers.
I am not a business owner or a manager. I am a server/bartender at a restaurant with some manager privileges. I got a copy of this book through Goodreads Giveaways. My initial reaction when I started reading this book was to give it one star. In the preface, the author says some things that make me think he is out of touch with common lower level employees and customers. The biggest one that stuck out to me was his story about switching banks. He says, "During the height of the Covid-19 crisis, she (the bank employee) happily offered to walk out through the snowy parking lot to notarize documents while I sat (safely masked) in my warm car." That made my blood boil. For one why did he need to be masked alone in his car and why point it out? It had no relevance. Also, she may have put on a happy customer service face, but I can guarantee she hated him and dreaded seeing his car pull up. I know his point was do what makes the customer happy and you'll have loyal customers, but all I could think was "what a jerk." Every point he made after that I took with a grain of salt thinking about how out of touch he must be, which is why even though he made some excellent points, I could only bring myself to give this book three stars.
I would recommend this book to anyone in a lower management position who actually deals with customers because they could use it in an effective way.
I am not a business owner or a manager. I am a server/bartender at a restaurant with some manager privileges. I got a copy of this book through Goodreads Giveaways. My initial reaction when I started reading this book was to give it one star. In the preface, the author says some things that make me think he is out of touch with common lower level employees and customers. The biggest one that stuck out to me was his story about switching banks. He says, "During the height of the Covid-19 crisis, she (the bank employee) happily offered to walk out through the snowy parking lot to notarize documents while I sat (safely masked) in my warm car." That made my blood boil. For one why did he need to be masked alone in his car and why point it out? It had no relevance. Also, she may have put on a happy customer service face, but I can guarantee she hated him and dreaded seeing his car pull up. I know his point was do what makes the customer happy and you'll have loyal customers, but all I could think was "what a jerk." Every point he made after that I took with a grain of salt thinking about how out of touch he must be, which is why even though he made some excellent points, I could only bring myself to give this book three stars.
I would recommend this book to anyone in a lower management position who actually deals with customers because they could use it in an effective way.
November 29, 2021
As Stevo’s Novel Ideas, I am a long-time book reviewer, member of the media, an Influencer, and a content provider. I received this book as a free review copy from either the publisher, a publicist, or the author, and have not been compensated for reviewing or recommending it.
This book was Stevo's Business Book of the Week for the week of 11/28, as selected by Stevo's Book Reviews on the Internet and Stevo's Novel Ideas. In "Winning on Purpose," Reichheld 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.
As an Amazon employee, I am reminded every shift that our focus is on the customer and as I train new hires to pack boxes at the Tucson Fulfillment Center, I ask them to put a little love in each one and visualize a customer delightedly opening it.
Many more businesses are following suit, adopting the Golden Rule of the Net Promotor System: treat customers the way you would want to be treated if you were the customer. The value of the book lies in Reishheld's taking it a step further by encouraging us to Love thy Customer and telling us how to do it.
Find more Business Books of the Week on my Goodreads Listopia page at https://www.goodreads.com/list/show/9..., and find many more reviewed and recommended books and products by searching for me on Google.
This book was Stevo's Business Book of the Week for the week of 11/28, as selected by Stevo's Book Reviews on the Internet and Stevo's Novel Ideas. In "Winning on Purpose," Reichheld 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.
As an Amazon employee, I am reminded every shift that our focus is on the customer and as I train new hires to pack boxes at the Tucson Fulfillment Center, I ask them to put a little love in each one and visualize a customer delightedly opening it.
Many more businesses are following suit, adopting the Golden Rule of the Net Promotor System: treat customers the way you would want to be treated if you were the customer. The value of the book lies in Reishheld's taking it a step further by encouraging us to Love thy Customer and telling us how to do it.
Find more Business Books of the Week on my Goodreads Listopia page at https://www.goodreads.com/list/show/9..., and find many more reviewed and recommended books and products by searching for me on Google.
January 14, 2023
I don't recall exactly when I was introduced to the Net Promoter System, but it was probably around 2015. And since then, it's been lurking. It hovers, just over my shoulder, at the edge of my peripheral vision, over everything I do. This book is about NPS, but it's not a history or a guide to NPS. Rather, it takes NPS as a standardized business metric and discusses its use, misuse, and how companies should update their standards and processes if they want to achieve highest marks when the question is, "How likely are you to recommend [the product or service] to a friend?"
Reichheld includes many, many stories about some of the most successful customer-centric business in the world and how they practice customer- or consumer-capitalism, rather than traditional shareholder capitalism as it has largely been practiced. I am now going to leave that statement as it is, but I will say, if you think Reichheld's recommendation to operate your business with the Golden Rule at the core of all policy and procedure is a game-changer then... good luck.
Reichheld sneaks quite a bit of technical writing into the book by exploring the concept of Earned Growth Rate-- business achieved because an existing customer recommended the product or service. He also brings the book around to From Good to Great again and again as an example of instantly out-of-date business wisdom given the insanely fast period of innovation we're in.
An easy, enlightening read.
Reichheld includes many, many stories about some of the most successful customer-centric business in the world and how they practice customer- or consumer-capitalism, rather than traditional shareholder capitalism as it has largely been practiced. I am now going to leave that statement as it is, but I will say, if you think Reichheld's recommendation to operate your business with the Golden Rule at the core of all policy and procedure is a game-changer then... good luck.
Reichheld sneaks quite a bit of technical writing into the book by exploring the concept of Earned Growth Rate-- business achieved because an existing customer recommended the product or service. He also brings the book around to From Good to Great again and again as an example of instantly out-of-date business wisdom given the insanely fast period of innovation we're in.
An easy, enlightening read.
September 9, 2023
[Audiobook]
Esse livro foi indicação da Cristina Junqueira ao responder uma pergunta sobre a cultura do Nubank de priorizar a experiência do cliente.
“Great companies help people have great lives”.
O autor compartilha experiências que teve em conversas com CEO’s de empresas americanas que são referência de rentabilidade e ele faz o comparativo desse resultado com a forma que tratam o time e clientes, defendendo que empresas que têm sucesso a longo prazo são aquelas focadas no relacionamento e credibilidade, e não em resultados financeiros de curto prazo.
O livro apresenta dicas e casos práticos que podem ser adotados por qualquer empresa/profissional.
Eu só não dei 5 estrelas pois o autor, que foi quem inventou o NPS enquanto trabalhava na consultoria Bain & Company, por muitos momentos do livro fica repetindo o quanto NPS é incrível e a Bain é maravilhosa. Ok, entendemos, não precisa vender tanto o peixe.
Tirando isso, o livro é ótimo, escutei todos os dias ao dirigir para o escritório, uma ótima forma de começar o dia com insights e repertório para colocar em prática e priorizar quem realmente importa: as pessoas e qual legado você está deixando. Concordo muito com o autor em uma frase que ele repetiu algumas vezes no livro: “devemos deixar as coisas melhores do que como encontramos”.
Esse livro foi indicação da Cristina Junqueira ao responder uma pergunta sobre a cultura do Nubank de priorizar a experiência do cliente.
“Great companies help people have great lives”.
O autor compartilha experiências que teve em conversas com CEO’s de empresas americanas que são referência de rentabilidade e ele faz o comparativo desse resultado com a forma que tratam o time e clientes, defendendo que empresas que têm sucesso a longo prazo são aquelas focadas no relacionamento e credibilidade, e não em resultados financeiros de curto prazo.
O livro apresenta dicas e casos práticos que podem ser adotados por qualquer empresa/profissional.
Eu só não dei 5 estrelas pois o autor, que foi quem inventou o NPS enquanto trabalhava na consultoria Bain & Company, por muitos momentos do livro fica repetindo o quanto NPS é incrível e a Bain é maravilhosa. Ok, entendemos, não precisa vender tanto o peixe.
Tirando isso, o livro é ótimo, escutei todos os dias ao dirigir para o escritório, uma ótima forma de começar o dia com insights e repertório para colocar em prática e priorizar quem realmente importa: as pessoas e qual legado você está deixando. Concordo muito com o autor em uma frase que ele repetiu algumas vezes no livro: “devemos deixar as coisas melhores do que como encontramos”.
March 12, 2022
I wanted to like this book because it seemed to have useful business advice and new terminology along with personal stories that tied it together, but I couldn’t get into it. I ended up lost amid the terminology and acronyms being thrown around.
However, it has some good ideas about customer loyalty as well as “good” and “bad” profits. Which is basically earned by enriching customers’ lives versus exploiting them. Though the concept is nothing exceptional or noteworthy. I won this book via Goodreads Giveaway.
However, it has some good ideas about customer loyalty as well as “good” and “bad” profits. Which is basically earned by enriching customers’ lives versus exploiting them. Though the concept is nothing exceptional or noteworthy. I won this book via Goodreads Giveaway.
August 6, 2022
Fred Reichheld, the innovator and key advocate of the NPS questionnaire summarises in this book his life time work regarding Net Promoter system and his thoughts on customer centricity and customer capitalism. The book is rich in illustrative and often interesting examples and does comprehensive work in introduction and argumentation of the key concepts.
Fred Reichheld's thinking summarised in this book along with Rob Markey's and Peter Fader's work related to customer life time value have fundamentally changed my thinking about the purpose of work and companies and ways to measure success.
Fred Reichheld's thinking summarised in this book along with Rob Markey's and Peter Fader's work related to customer life time value have fundamentally changed my thinking about the purpose of work and companies and ways to measure success.
December 6, 2021
This is an excellent book that highlights the value of the Net Promoter System when it's applied correctly and how businesses that love their customers ultimately end up the most successful. I recommend it for business owners and consumers alike. I know there are several businesses mentioned in the book that I will be exploring further now that I know more about their businesses principles and how much they value their customers. I'm also looking forward to reading more of Fred's books.
May 7, 2022
The book is full of great examples of how to build and maintain a customer centric business. The importance of NPS can't be underestimated and there are plenty of cases when a strong attention to what customers day about business and services led companies to success or failure. This book is a comprehensive guide to make your business stakeholder centric from customers to investors.
December 28, 2021
Nice book that focuses on the Net Promoter System (NPS) that engages readers on the importance of customer retention and word of mouth recommendations.
Essentially, the argument in here is that customer-centric organizations will usually prevail over profit-centric organizations over the long run, regardless of where the numbers stand today.
This was a good read although pretty rudimentary in context. New business owners or considering starting a business can benefit from this read. I believe this book best serves as a good common sense reminder for business owners rather than anything groundbreaking.
Essentially, the argument in here is that customer-centric organizations will usually prevail over profit-centric organizations over the long run, regardless of where the numbers stand today.
This was a good read although pretty rudimentary in context. New business owners or considering starting a business can benefit from this read. I believe this book best serves as a good common sense reminder for business owners rather than anything groundbreaking.
May 2, 2022
A brilliant book that so convincly puts forward the argument that every company's purpose should be to enrich the lives of their customers. Seems obvious now I see it written down, but we all too often get caught up in shareholder value and become overwhelming obsessed with financial growth.
July 3, 2022
Only 10 percent of executives today believe that the primary purpose of their business is to enrich customer lives. Fred walks us through the why loving customers is a winning strategy and how to create cultures that put the customer first
March 2, 2023
Si estás pensando en implementar una estrategia de servicio al cliente y enfocar tus esfuerzos en la experiencia del usuario, este libro te presenta una guía para realizar este proyecto y entender de qué manera este cambio puede impactar a tu organización en distintas áreas.
July 6, 2023
Great book from the creator of Net Promotor! It helped me understand how it can be measured, implemented through a business and used by people daily. I particularly enjoyed the bit about redefining greatness, i.e. value creation vs value extraction.
November 26, 2021
Interesting read on Customer Service. All business owners should read this.
January 23, 2022
Great message backed up with real world examples. Hope to take this game plan back to my best do we can continue to improve
February 21, 2022
100% must
NPS as a moral compass👏👏👏
NPS as a moral compass👏👏👏
Read
March 30, 2022Excellent book
April 25, 2022
Work reading.
May 18, 2022
Really good. Was hoping to get more B2B related insights since almost all of the examples are for consumer-based businesses. Still valuable input from the creator of NPS himself.
May 25, 2022
NPS 3.0. When will it stop evolving? Never, it shouldn't stop...
November 13, 2022
Interesting to start diving into Customer Experience, but if you are familiar with the topic there's not a lot of new insights / dept
December 13, 2022
Excellent distillation of a complex topic
I picked this up to help augment my understanding of Net Promoter Score based on a project for work. Really great context.
I picked this up to help augment my understanding of Net Promoter Score based on a project for work. Really great context.
March 20, 2023
All great stuff! A but repetitive but I guess that made sure I didn’t forget the moral of the story. I loved the Biblical references and tie ins! Jesus’ wisdom for the win 💪🏼
April 13, 2023
Read the summary or the HBR articles.
June 30, 2023
Required for work. Better than most but references Christianity and Chick-fil-A several times. I don't think anything will stick with me.
November 7, 2023
I’m 100% behind the premise of this book, although I think it could have been distilled to a short story. Definitely some insightful practices.
September 28, 2024
Highly recommended. Love servant leadership, NPS, and how that data can be best utilized. Guessing most companies who are doing NPS, are not doing it correctly.
March 5, 2023
Bumping from 3 to 4 because it's well structured and provides data.
Displaying 1 - 30 of 33 reviews